Tier 1 Tech Support Agent (Espresso Machines/Coffee Equipment)
About The Position
The Tier 1 Technical Support role serves as the first point of contact for customers experiencing technical questions or issues related to espresso machines, grinders, coffee makers, and accessories. Responsibilities include reviewing customer support tickets, troubleshooting issues using customer-provided descriptions, photos, and videos, and assisting customers through email, phone calls, and live video support sessions. The ideal candidate is a strong communicator, comfortable with technology, eager to learn, and passionate about helping customers in a fast-paced environment.
Requirements
- Excellent communication skills with the ability to communicate clearly, professionally, and confidently across phone, chat, email, and video calls
- 2+ years of experience in customer service, technical support, appliance repair, troubleshooting, or another customer-facing role
- Comfortable handling both inbound and outbound customer communication
- Strong problem-solving and critical-thinking skills with attention to detail
- Self-motivated with a positive attitude, strong work ethic, and ability to multitask in a fast-paced environment
- Comfortable 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 is a plus, but not required
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 provided
- Competitive compensation based on experience
- Competitive health and dental insurance plans
- 401(k) plan with (Company contribution after 1 year)
- Vacation time, sick time, and paid holidays
- Fully stocked kitchen and beverages available for employees
- DoorDash DashPass membership
- Employee discounts on espresso machines, coffee, and accessories
- Opportunity for long-term growth within a rapidly expanding company and specialty coffee industry
- Hands-on exposure to premium espresso equipment and coffee products
- Work alongside a passionate, knowledgeable team within the coffee industry
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
