Espresso Machine Repair Technician

Whole Latte Love; City of Rochester (NY); On-site; USD 42,000 - 68,000; Full time

Job summary

Whole Latte Love in Rochester, NY is seeking an adaptable Espresso Machine Repair Technician to deliver exceptional customer service while guiding customers through troubleshooting and resolution of technical issues on home espresso gear. You will engage with customers via phone, chat, email, and live one-on-one video, maintain tickets, and contribute to a robust knowledge base.

The role blends technical support and customer care to ensure satisfaction across ownership of espresso machines and

Qualifications

• Troubleshoot technical problems and answer support questions.
• Participate in “Coffee Cast,” a live sales and support video service.
• Answer emails and live chats from customers, with the occasional outbound call required.
• Create, update, and close tickets as appropriate; answer customer emails within required time frame.
• 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

Responsibilities

• Troubleshoot and resolve customer technical issues.
• Participate in Coffee Cast live video service.
• Respond to emails and chats; perform occasional outbound calls.
• Document and close support tickets with accurate notes.
• Share clear, technical explanations with colleagues and customers.
• Contribute to knowledge-base articles and FAQs.
• Support process improvements via feedback to management.
• Help meet performance targets and call-center KPIs.
• Perform other duties as assigned by leadership.

Skills

Technical troubleshooting

Customer service

Communication

Time management

Problem solving

Tools

Ticketing system

CRM software

Video conferencing

Job description

Description

We are looking for a solution-oriented individual to join our team. The Espresso Machine Repair Technician 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.

Description

We are looking for a solution-oriented individual to join our team. The Espresso Machine Repair Technician 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.

Hours And Schedule

The call center operates on a continuous schedule, to include 6 days per week. Employees are expected to work 5 shifts per week for a total of 40 hours. Schedules are prepared and posted one month in advance to provide employees with ample time to plan and adjust their personal schedules accordingly. This advanced scheduling also facilitates the seamless operation of the call center, ensuring that we are adequately staffed to serve our customers’ needs. To promote a balanced work environment and fair distribution of work hours, employees will typically be scheduled to work a combination of both early and late shifts throughout the month. In addition, employees are expected to be available to work 1 weekend day per month to accommodate the call center's operational requirements.

The open hours for tech is Monday - Thursday from 9:00am-8:30pm, Friday from 9:00am-5:30pm, and Saturday from 9:00am-5:30pm. Shifts are scheduled to include two 15-minute paid breaks and one 30-minute unpaid lunch.

Requirements

• Troubleshoot technical problems and answer support questions
• Participate in “Coffee Cast,” a live sales and support video service
• Answer emails and live chats from customers, with the occasional outbound call being required
• Create, update, and close tickets as appropriateAnswer customer emails within required time frame
• 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