Espresso Machine Repair Technician
About The Position
The Espresso Machine Repair Technician provides technical support and exceptional customer service to help customers troubleshoot, identify, and resolve technical issues with home espresso machines. The role offers exposure to espresso machines, grinders, coffee makers, and other coffee-brewing devices and accessories. Customer communication takes place by phone, chat, email, and live one-on-one video, combining technical support with customer service to promote satisfaction throughout customers’ ownership and operation of home espresso machines. The call center operates six days per week. Employees work five shifts per week, totaling 40 hours. Schedules are prepared and posted one month in advance. Employees typically work a combination of early and late shifts during the month and must be available to work one weekend day per month. Shifts include two paid 15-minute breaks and one unpaid 30-minute lunch.
Responsibilities
- Troubleshoot technical problems and answer support questions.
- Participate in Coffee Cast, a live sales and support video service.
- Answer customer emails and live chats, and occasionally make outbound calls.
- Create, update, and close tickets as appropriate.
- Answer customer emails within the required time frame.
- Clearly communicate technical issues, solutions, and activities to colleagues and clients.
- Create and review knowledge-based articles for reference.
- 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.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
