Technical Support (Coffee)

TechTrex Inc./KioSoft Technologies LLC • Chattanooga, TN

10d

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.
• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Constantly operates a computer and other office productivity machinery, such as a computer
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations.
• Must be able to exchange accurate information in these situations
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Able to lift up to 75 lbs
• Able to use tools, power tools, etc.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees