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Customer Advocate and Onboarding Specialist

Job Description

Reserva is looking for a  skilled Systems Administrator to join our growing team. 

This role will be crucial in managing the infrastructure that supports our cloud-based ERP platform built on Odoo. The ideal candidate has strong experience with AWS environments, VPN setup and management, and PBX systems (e.g., Asterisk, FreePBX). Familiarity with Odoo or other ERP systems is a major plus.

About Reserva

Reserva is a leading provider of ERP software for the produce industry, offering an extensive array of applications available in a cloud-based, multi-company, multi-language platform.  We have 10 years of experience building enterprise software for the produce industry. We develop flexible solutions to support the entire supply chain of fresh commodities, from production to retail. Our mission is to be the most compelling enterprise software choice for agribusinesses, providing highly tailored solutions and active customer support. Our vision is to build the largest network of connected agribusinesses using our ERP and marketplace platforms. Reserva works with clients around the world, with a strong client base in the US and Mexico. We are building a global network of connected businesses to facilitate trade and provide food safety and traceability solutions.

Responsibilities:

  • Deploy, monitor, and maintain infrastructure on AWS (EC2, RDS, VPC, etc.)
  • Set up and manage VPNs for secure remote access and inter-office connectivity
  • Administer and troubleshoot PBX systems (VoIP)
  • Perform regular system updates, backups, and security patches
  • Implement and monitor system performance, logs, and health metrics
  • Collaborate with development and support teams to ensure high availability
  • Maintain documentation for system configurations and procedures
  • Support and troubleshoot Odoo deployments and server-side issues​

Requirements:

  • Proven experience with AWS services in a production environment
  • Hands-on with VPN technologies (OpenVPN, WireGuard, etc.)
  • Experience managing PBX systems (Asterisk, FreePBX, etc.)
  • Working knowledge of Linux server administration
  • Familiarity with Odoo ERP and its deployment architecture is a strong advantage
  • Strong problem-solving skills and ability to work independently
  • Excellent written and verbal communication skills

Pluses

  • Experience selling financial services such as lending, payments, FX or insurance products. 
  • Existing relations with companies in the produce industry 
  • Strong analytical skills (STEM background) 

Reserva is looking for a driven, affable and curious professional to help our customers succeed using our software. Reserva is an Enterprise Resource Planning (ERP) platform for agribusinesses. Your role is to provide support and product feedback to existing customers as well as facilitate the onboarding process for new customers. You are expected to have a working knowledge of business processes such as bookkeeping, invoicing, order management, etc. When you are not busy helping existing customers, you will help us identify new customers reaching out to prospects by email and phone. 

This role is part of our practical mentoring program to help develop emerging professionals eager to learn new technical and business skills. As a Reserva system expert, you will receive extensive training and coaching to help you excel in your job. We use our own tools for communications, sales management, marketing, etc, and while you are not expected to be familiar with these tools, you must be capable of learning quickly. You will have a dedicated mentor working with you to develop your professional skills and teach you about new amazing tools, technology, and business optimization techniques for modern organizations. After a few years, you will become a consulting expert capable of solving complex problems for enterprise customers.

CUSTOMER ONBOARDING
▪    Work closely with customers to follow Reserva's implementation checklist.
▪    Assist with initial data migration from spreadsheets and other systems to our sofrware.
▪    Plan and carry out remote training sessions to help customers learn how to use our software.
▪    Participate in enhancing the product from initial design through testing and deployment
CUSTOMER SUPPORT
▪    Enthusiastically support customers by phone, email, and chat.
▪    Actively follow up on customer issues for prompt resolution.
▪    Document customer interactions using our CRM and ticketing system.
▪    Accurately identify, analyze, and resolve technical and non-technical issues in a timely manner
▪    Maintain regular communication with customers on ongoing basis at scheduled intervals are needed
▪    Assist customers in carrying out tasks across differrent business areas such as accounting, sales, and inventory management.
▪    Troubleshoot problems and engage with customers to address challenges 
▪    Multilingual: Spanish
▪    Exceptional written and oral communication skills. Must have strong grammatical and spelling skills.
▪    1-3 years of experience working in customer support roles
▪    Excellent customer service skills with a polite, patient, caring, calm and professional demeanor.
▪    Profficient with working Excel and/or Google Docs
▪    Outbound calling experience, appointment setting, and getting past gate-keepers. 
▪    Extremely resourceful, capable of identifying solutions and delivering results in the face of adversity.
* YOU MUST HAVE YOUR OWN LAPTOP COMPUTER AND SMARTPHONE TO APPLY
Pluses: 
▪    Bookeeping or previous experience working with accounts paya
▪    Experience working with ERPs (SAP, Oracle, OpenERP, Workday, etc.)
▪    Familiarity with Open Source technology.
▪    Demonstrate a familiarity with standard concepts, practices, and procedures of business systems
▪    Ability to work independently in unstructured environments. 
▪    Familiarity with online Sales and Marketing tools (ie. Salesforce, MailChimp, etc.) 
▪    Experience working with quotas or other performance-based incentives.
Learn more at jobs@onreserva.com or apply directly below.