Technical Support (Coffee)
About The Position
KioCafé is a provider of fully automated, robotic coffee kiosks designed to deliver premium espresso-based hot and cold beverages in under two minutes. Our kiosks operate 24/7 in high-traffic environments such as offices, hospitals, universities, airports, and commercial spaces, combining advanced robotics, IoT connectivity, and proprietary software to deliver a seamless, unattended coffee experience. Our strength lies in delivering a comprehensive blend of innovative hardware, robust software, and customized solutions, ranging from robotic beverage preparation and kiosk interfaces to payment systems, telemetry, and remote management platforms.
Requirements
- Associate's degree in a relevant field or equivalent practical experience in lieu of education
- Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
- Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
- Tier 1 or Tier 2 Technical support experience considered an asset.
- Strong technical aptitude and ability to quickly learn and understand complex software products.
- Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
- Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.
- Familiarity with support ticketing systems and customer relationship management (CRM) tools.
- Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.
- Must be a U.S. citizen residing in the United States.
- Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.
Nice To Haves
- Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.
- Proficiency in operating espresso machines, grinders, and other coffee-making equipment.
- Understanding of different coffee beans, brewing methods, and drink recipes.
- Prior experience in a similar technical role within the food and beverage industry.
- Expertise in troubleshooting and repairing coffee equipment like espresso machines, grinders, etc.
Responsibilities
- Setting up, programming, testing, and preparing our coffee payment POS systems for shipment
- Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions related to coffee products.
- Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.
- Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
- Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.
- Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.
- Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.
- Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
- Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
251-500 employees
