Customer Care Representative

Customer Care Representative (Remote)

iPourIt is a pioneering technology company that revolutionized beverage service with its self-pour systems, allowing guests to pour beer, wine, cocktails, and other beverages using cutting-edge RFID technology. Since installing the first self-pour tap wall system in 2014, iPourIt has expanded to more than 300 locations across the U.S. and has facilitated the pouring of over 500 million ounces of beverages through its platform.

Combining sophisticated technology with powerful analytics, iPourIt helps taprooms, restaurants, entertainment venues, and hospitality operators increase revenue, improve operational efficiency, and make data-driven decisions. With a commitment to industry-leading support and innovation, we empower our partners to optimize their beverage programs and deliver exceptional guest experiences.

Learn more at ipouritinc.com.

Role Description

This is a full-time remote position for a Customer Care Representative. The Customer Care Representative serves as the first point of contact for our clients, providing technical support and ensuring exceptional customer experiences. Daily responsibilities include responding to customer inquiries via phone and email, troubleshooting software, hardware, and network-related issues, coordinating with internal teams to resolve customer concerns, and documenting support interactions.

We are seeking someone located in the Central Time Zone. This role is ideal for someone early in their IT career who enjoys troubleshooting technology, learning new systems, and working in a fast-paced environment where customer success is a top priority. You'll work with a combination of cloud software, networking, RFID hardware, and hospitality technology, making this an excellent opportunity to build broad technical experience across multiple technology disciplines.

What You'll Do

• Provide Tier 1–2 technical support via phone, email, and ticketing systems.
• Troubleshoot Windows, hardware, software, and basic networking issues.
• Assist with maintaining our beverage database, including product images, descriptions, and updates.
• Document customer issues and resolutions within our ticketing platform.
• Escalate complex issues to internal teams when necessary.
• Support system updates and help ensure client systems remain operational.
• Participate in an emergency on-call rotation (approximately one week every five weeks).

Qualifications

Qualifications

Required

• 1–3 years of experience in IT support, help desk, technical support, or a related customer-facing technical role.
• Strong troubleshooting and problem-solving skills.
• Experience working with Windows 10 and Windows 11.
• Basic networking knowledge, including IP addressing, subnet masks, and command-line tools.
• Excellent verbal and written communication skills.
• Strong customer service mindset with a focus on delivering exceptional customer experiences.
• Strong organizational skills and attention to detail.
• Ability to learn new technologies quickly and adapt in a fast-paced environment.
• Must be at least 21 years of age.

Preferred

• SQL Server knowledge or experience writing basic queries.
• Experience using Zendesk, RingCentral, or similar support platforms.
• Previous experience in hospitality, restaurant technology, POS systems, or beverage-related industries.

Compensation & Benefits

• Salary: $50,000–$60,000, based on experience
• Full-time position with overtime opportunities
• Fully remote schedule working four 10-hour shifts (Wednesday–Saturday)
• Healthcare benefits
• Career growth opportunities within a growing technology company
• Collaborative, supportive, and team-oriented culture

If you're looking to build your career in technology while supporting an innovative product used by hundreds of hospitality operators nationwide, we'd love to hear from you.