Espresso Machine Support Specialist

Salzman Group Inc; City of Rochester (NY); On-site; USD 30,000 - 32,000; Full time

Job summary

The role combines technical support and customer service to ensure satisfaction with owning and operating home espresso machines. The schedule covers 6 days per week on a 40-hour cycle, including two short breaks and one longer lunch period.

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 occasional outbound call required.
• Create, update, and close tickets as appropriate.
• Provide clear articulation of technical issues, solutions, and activities to colleagues and clients.

Responsibilities

• 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 to improve processes and materials.
• Meet or exceed daily, weekly and monthly goals.

Skills

Troubleshooting

Customer Service

Ticketing

Technical Communication

Video Support

Job description

The role combines technical support and customer service to ensure satisfaction with owning and operating home espresso machines. The schedule covers 6 days per week on a 40-hour cycle, including two short breaks and one longer lunch period.