At Guayakí Yerba Mate, we're about much more than just yerba mate: we believe yerba mate culture is an invitation to life. Our mantra, "COME TO LIFE," is an invitation to personal, social, ecological and cultural regeneration. The regeneration of the planet is at the heart of our business model. Every purchase of Guayakí drives positive global impact. We call it Market Driven Regeneration™, and it's the driving force behind everything we do.

Yerba mate. We love it, we drink it, but what, exactly, is it? Yerba mate is brewed from the nourishing leaves of the yerba mate species of holly tree (Ilex paraguariensis), which is native to the South American Atlantic rainforest. Of the six commonly used stimulants in the world: coffee, tea, kola, cocoa, and guarana, yerba mate triumphs as a balanced, naturally caffeinated option. Guayakí offers bagged loose leaf yerba mate as well as ready-to-drink yerba mate beverages in bottles and cans.

Position Summary : Primarily offers end-user technical support to Encompass system users. Encompass is a route-accounting ERP software used by the Yerba Mate Company.

Essential Duties and Responsibilities : To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals will be trained in all expected workflows within the Encompass system.

• Provide exceptional support for Encompass Users in the field through the Field Services Support Line phone number.
• Explain how to perform Encompass workflows to users in the field.
• Analyze patterns of discrepancies and communicate challenges with the Encompass Support Lead.
• Create tasks (tickets) for each call
• Use Encompass system to shift or remove scheduled delivery visits as requested

• Maintain data integrity and accurate data entry practices
• Troubleshoot end-user technical issues efficiently
• Other system admin tasks within Encompass as requested

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Continuous Learning - Seeks feedback to improve performance.
• Organization and priority management - Manage priorities and tasks in an orderly manner.
• Detail oriented - Completes orders and projects with minimal errors.
• Autonomy - Completes projects with minimal oversight.
• Teamwork - Contributes to and maintains a positive team spirit.

• Use of Technology - Uses technology to increase productivity.
• Communication - Ability to patiently listen and effectively communicate with all levels of the organization.

Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

• High School Diploma or equivalent.
• Previous experience in IT, helpdesk or customer service.

Communication and Language Ability:

• Excellent verbal and written communication skills.
• Ability to proficiently speak, read, write, and understand English, the primary language used in the work environment.
• Proven customer service skills.
• Ability to deal effectively with a diversity of individuals at all organizational levels.

Organizational Ability:

• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Demonstrated ability to plan and organize projects.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

Computer Skills:

• Proficient on Excel and Word.
• Ability to operate standard office equipment.
• Familiarity with iOS, PC formats.
• Advanced knowledge of IT systems.

Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works in an open office environment.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work at a computer and phone for long periods of time.
• Data entry and typing for long periods of time.
• Coordinate multiple tasks simultaneously.
• Calculate figures and amounts.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The salary range is only an estimated range and may change based on experience and other factors. Additional compensation may be available depending on the position.

Hourly Pay Rate

$17 - $19 USD

As our team grows, we are looking for people to join us that are passionate and committed to protecting the planet. Our company culture is driven by a collaborative team that supports each other and grows together. We believe that learning from different perspectives and facing challenges is an opportunity to grow. Our people come from different cultures and backgrounds that are welcomed in open and mutually beneficial ways. We question the status quo and seek innovative solutions to evolve the business. We invite individuals who want to work as a collective and use business as a force for good to join our team.

Guayakí Yerba Mate is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender, genetic information, national origin, disability, uniform service, veteran status, age, or any other classification protected by federal, state, or local law.