Customer Support Technician for Espresso Machines Position Available In Monroe, New York

Customer Support Technician for Espresso Machines Salzman Group Inc. – 3.3 Rochester, NY Job Details Full-time $22 – $23 an hour 1 day ago Benefits Paid training Health insurance Dental insurance 401(k) Paid time off On-the-job training 401(k) matching Professional development assistance Flexible schedule Qualifications Schematics Equipment repair Machine repair Customer service High school diploma or GED Driver’s License Appliance repair Coffee experience HVAC Handyman experience 1 year Coffee machines Coffee grinder Mechanical knowledge Service technician experience Entry level Appliance repair experience (1-2 years) Under 1 year Full Job Description Overview We are looking for a solution-oriented individual to join our team. The Espresso Machine Technical Support Agent is responsible for providing exceptional customer service while helping customers troubleshoot, identify, and resolve technical issues. You will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories to become an expert. You will communicate with customers via phone, chat, email, and live one-on-one video. The position blends technical support and customer service to ensure customer satisfaction in all aspects of owning and operating a home espresso machine. Responsibilities Troubleshoot technical problems and answer support questions Participate in “Coffee Cast,” a live sales and support video service Answer phone calls, emails, and live chats from customers Create, update, and close tickets as appropriate Answer customer emails within required time frame Escalate complex or difficult technical issues to Tier II Technical Support Agents Clearly articulate technical issues, solutions, and activities to colleagues and clients Create and review knowledge-based articles for reference points 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 Other duties assigned as necessary Requirements Proven mechanical knowledge with hands-on experience in appliance repair or HVAC systems. Familiarity with schematics and technical drawings related to machinery. Strong problem-solving skills with a focus on equipment repair. Excellent customer service skills, demonstrating professionalism in all interactions. Ability to work independently as well as part of a team. Previous experience in a similar role is preferred but not required.

Job Type:

Full-time Pay:

$22.00 – $23.00 per hour Expected hours: 40 per week

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Health insurance On-the-job training Paid time off Professional development assistance

Shift:

8 hour shift No nights Application Question(s): Please tell us about any experience you have with coffee or espresso machines.

Education:

High school or equivalent (Preferred)

Experience:

Appliance repair: 1 year (Preferred) Ability to

Commute:

Rochester, NY 14623 (Required)

Work Location:

In person