Customer Support Associate

The Revi Mission

Brick and mortar is not dead but drastically changing, and Revi is leading that change into the future. 31 years ago, Web 1.0 started and it gave people the ability to click hyperlinks and read text. When Web 2.0 came about 10 years later, it revolutionized the world. It allowed people to do things like buy, ship, mail, shop, and more.

In the past, doing these things was only reserved for an in-person physical experience, but they can now be done online. That one technological advancement, though simple, changed the world. Now, the internet is so robust that there are things you can do online that you can not do in a physical location. This is the next great shift in the market that Revi is calling Web 3.0.

Companies are now trying to bring this digital experience into physical stores in their own siloed ecosystems. For example, Uber brings a simplified way to interact with cabs in the physical world, Bonobos brings a simplified way to interact with their physical retail stores, and the Amazon Go store simplifies purchasing in its physical stores. Revi is looking to bring this way of interacting with physical locations to all consumers, no matter what physical store you walk into.

Revi offers businesses an in-store digital platform that allows businesses to build long-lasting relationships with their customers and allows consumers to interact with any business they walk into digitally. Our product is a beautifully designed in-store self-ordering system where consumers can buy, pay, get rewards, and much more. The data collected is leveraged to improve the ordering experience and attract new consumers. With a fresh round of Series A funding from top Silicon Valley seed investors, we are ready to pursue a multi-billion dollar opportunity.

The Revi Role

As a Customer Support Associate, you will play a crucial role in providing technical assistance and support to our partners. Your primary responsibility will be to ensure the smooth functioning of our Revi systems (POS, Kiosk, Printers, etc.) and assist customers and partners with any technical issues they may encounter. This role requires a strong technical background, excellent problem-solving skills, and effective communication abilities.

What You'll do

Provide technical support : Respond to customer and partner inquiries via phone, email, or other communication channels, and provide timely and effective resolutions to technical issues related to our Revi systems

Troubleshoot and diagnose problems : Identify and analyze technical problems reported by partners, troubleshoot system issues, and recommend appropriate solutions

Maintain knowledge base : Keep up-to-date with the latest updates, features, and enhancements of our POS systems, and maintain a comprehensive knowledge base to support customers and partners

Collaborate with internal teams : Work closely with the development, sales, and product management teams to relay customer and partner feedback, suggest improvements, and contribute to the ongoing enhancement of our Revi systems

Document and escalate issues : Document customer and partner interactions, issues, and resolutions in a systematic manner, and escalate complex or unresolved issues to the appropriate teams for further investigation

Provide proactive support : Proactively monitor system performance, identify potential issues, and take necessary actions to prevent or minimize disruptions to customers' and partners' operations

Ensure customer satisfaction : Strive to provide exceptional customer service and ensure high levels of customer satisfaction by addressing their needs effectively and professionally

What we expect you'll bring to the role :

Professional, service driven individual with a proven track record of success

Associate or Bachelor's Degree

Minimum 2+ years of experience in a customer facing support role

Ability to prioritize tasks based on established deadlines, Partner needs, and business interests

Maniacal attention to detail

Familiarity with CRM. knowledge of Salesforce is preferred

Familiarity operating both Apple and Android devices

Expert in Project management tools. Familiarity with JustCall and Intercom is a plus

Experience supporting restaurants and / or SMB

Ability to gain technical competence in utilizing backend account management portals and systems

Extraordinary communication skills, both written and oral

Proactive in assessing customer needs

Must be organized with excellent time management skills

Must be able to work independently with little supervision

Must be able to make decisions with a high level of confidence

Must be able to work evenings and weekends, Thursday - Monday

Our Values

Heart : A team that is passionate about what they do, with a heart of giving back.

Impact : Being a versatile team player with an innovative mind and a firm backbone to make an impact on everything they touch.

Excellence : A team committed to excellence in all we do, with integrity and supreme service.

Perks and Benefits of Joining the Revi Team

Equity package

Competitive salary, bonus

Professional development

Excellent and comprehensive health plans (Medical, dental, vision, etc)

Flexible Vacation Policy, Paid holidays

Organized volunteer events to give back to our community

Off-sites, events and happy hours

401k