Espresso Machine Support Specialist

Whole Latte Love; City of Rochester (NY); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Modern office setting

Paid training provided

Competitive compensation based on 경험

Health and dental insurance

401(k) plan with company match

Vacation time, sick time, and holidays

Fully stocked kitchen and beverages

DashPass membership

Employee discounts on espresso gear

Job summary

Whole Latte Love in Rochester, NY seeks a Tier 1 Technical Support specialist to be the first point of contact for customers with espresso machines and accessories. You will review tickets, troubleshoot from customer-provided details, and assist via email, phone, chat, and video sessions.

The ideal candidate communicates clearly, enjoys tech, learns quickly, and thrives in a fast-paced team. Training is provided, and the role offers comprehensive health benefits and employee discounts on gear.

Qualifications

• Excellent communication 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 attention to detail.

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

Skills

Excellent communication skills

2+ years in customer service

Strong problem-solving

Tech-savvy

Multitasking in fast-paced environment

Job description

Whole Latte Love in Rochester, NY seeks a Tier 1 Technical Support specialist to be the first point of contact for customers with espresso machines and accessories. You will review tickets, troubleshoot from customer-provided details, and assist via email, phone, chat, and video sessions.

The ideal candidate communicates clearly, enjoys tech, learns quickly, and thrives in a fast-paced team. Training is provided, and the role offers comprehensive health benefits and employee discounts on gear.