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About the Role

We are looking for a solution-oriented individual to join our team. The Espresso Machine Repair Technician is responsible for providing exceptional customer service while helping customers troubleshoot, identify, and resolve technical issues. You will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories to become an expert. You will communicate with customers via phone, chat, email, and live one-on-one video. The position blends technical support and customer service to ensure customer satisfaction in all aspects of owning and operating a home espresso machine.

Responsibilities

Troubleshoot technical problems and answer support questions
Participate in “Coffee Cast,” a live sales and support video service
Answer emails and live chats from customers, with the occasional outbound call being required
Create, update, and close tickets as appropriate
Answer customer emails within required time frame
Clearly articulate technical issues, solutions, and activities to colleagues and clients
Create and review knowledge-based articles for reference points
Participate in a feedback loop with management and other departments to improve Company processes, policies, and support materials
Provide management with customer feedback and insights to maintain a competitive advantage
Meet or exceed daily, weekly and monthly goals
Other duties assigned as necessary

Skills

Technical Support
Customer Service
Troubleshooting
Communication (Phone, Chat, Email, Video)

Location

Onsite

Work Type

Full-time