Espresso Machine Support Agent
Whole Latte Love•Town of Henrietta, NY
•$20 - $22
About The Position
The Tier 1 Technical Support role is the first point of contact for customers with technical questions or issues involving espresso machines, grinders, coffee makers, and accessories. The agent reviews support tickets, troubleshoots using information and media provided by customers, and provides help through email, chat, phone, and one-on-one video support. The role suits a strong communicator who is comfortable with technology, eager to learn, and passionate about helping customers in a fast-paced environment.
Requirements
- Excellent communication skills and the ability to communicate clearly, professionally, and confidently across phone, chat, email, and video calls.
- At least 2 years of experience in customer service, technical support, appliance repair, troubleshooting, or another customer-facing role.
- Comfort handling both inbound and outbound customer communication.
- Strong problem-solving and critical-thinking skills, with attention to detail.
- Self-motivation, a positive attitude, a strong work ethic, and the ability to multitask in a fast-paced environment.
- Comfort learning technical information and guiding customers through troubleshooting processes step by step.
Nice To Haves
- Previous experience with espresso equipment, coffee preparation, appliance troubleshooting, or specialty coffee.
Responsibilities
- Review and respond to customer technical support requests related to espresso machines, grinders, coffee equipment, and accessories.
- Troubleshoot issues using customer-provided descriptions, photos, videos, and live customer interaction.
- Assist customers through email, chat, phone calls, and one-on-one video support sessions.
- Clearly communicate troubleshooting steps in a professional, customer-friendly manner.
- Manage support tickets accurately while meeting response time expectations.
- Contribute feedback, documentation, and knowledge-sharing resources to support ongoing team development.
- Perform additional duties and projects as assigned.
Benefits
- Paid training; no prior espresso machine experience required.
- Competitive compensation based on experience.
- Competitive health and dental insurance plans.
- 401(k) plan with company contribution after one year.
- Vacation time, sick time, and paid holidays.
- Fully stocked kitchen and beverages for employees.
- DoorDash DashPass membership.
- Employee discounts on espresso machines, coffee, and accessories.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
