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Satellite Logistics Group, Inc

Satellite Logistics Group, Inc. – Technical Support Lead – Craft Beer Job Listing | Home » Jobs » Satellite Logistics Group, Inc. – Technical Support Lead

Satellite Logistics Group, Inc.

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We are looking for a highly motivated Customer Success Manager for our KegID software. Your job will be to help breweries successfully implement and continue to use KegID. This will include creating implementation plans, providing first-line technical support, root cause analysis, and providing process improvement feedback to reduce support calls. In this role, you will be working in a small team where you have direct access to the software developers. Knowledge of ZenDesk and SQL skills are all a plus but not required. Project management and experience within the beer business are required.

SLG is part of the Hillebrand GORI family, a DHL company.

• Act as a senior agent who will drive customer satisfaction through customer
• Be the point of contact when it comes to technical escalations
• Record and track Service Level Agreements (SLAs) and workflows
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to product managers as needed
• Manage and report on all incoming technical support inquiries
• Be actively involved with the operational delivery and User Acceptance Testing (UAT) if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt
and professional manner
• Provide a feedback loop to wider staff and customers on resolved and in progress
problems and incidents
• Implement any necessary preventive measures to reduce customer faults and
• Review all technical support-related processes and documentation for
continuous improvement
• Assist in the creation and implementation of customer self-service material and

• Excellent communicator, both oral and written
• Strong problem-solving and communication skills
• Love being the first line of support and troubleshooting issues
• Strong analytical skills to investigate and resolve customer support tickets
• Able to multi-task efficiently under time pressure
• Able to work with cutting-edge technology and assimilate information rapidly
• Associates or Bachelor’s degree in Information Technology or a related field
• Five Years plus experience in a Technical Support role

Apply for this Job Logo for Satellite Logistics Group, Inc.

Job Title:
Technical Support Lead

Satellite Logistics Group, Inc.

Employment Type:
Full Time

$70,000.00 – $90,000.00 per Year

Industry Sectors:
Beer – General/Other Jobs

Date Posted:


12621 Featherwood Dr, 390, Houston, TX, 77034

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