Tier 1 Tech Support Agent (Espresso Machines/Coffee Equipment)

Key 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

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 Previous experience with espresso equipment, coffee preparation, appliance troubleshooting, or specialty coffee is a plus, but not required Perks of the Position Modern office setting Paid training provided; no prior espresso machine experience required 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 Door Dash Dash Pass 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