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

Tier 1 Technical SupportThe Tier 1 Technical Support role serves as the first point of contact for customers experiencing technical questions or issues related to espresso machines, grinders, coffee makers, and accessories.Responsibilities include reviewing customer support tickets, troubleshooting issues using customer-provided descriptions, photos, and videos, and assisting customers through email, phone calls, and live video support sessions. The ideal candidate is a strong communicator, comfortable with technology, eager to learn, and passionate about helping customers in a fast-paced environment.Key ResponsibilitiesReview and respond to customer technical support requests related to espresso machines, grinders, coffee equipment, and accessoriesTroubleshoot issues using customer-provided descriptions, photos, videos, and live customer interactionAssist customers through email, chat, phone calls, and one-on-one video support sessionsClearly communicate troubleshooting steps in a professional, customer-friendly mannerManage support tickets accurately while meeting response time expectationsContribute feedback, documentation, and knowledge-sharing resources to support ongoing team developmentPerform additional duties and projects as assignedRequirementsExcellent communication skills with the ability to communicate clearly, professionally, and confidently across phone, chat, email, and video calls2+ years of experience in customer service, technical support, appliance repair, troubleshooting, or another customer-facing roleComfortable handling both inbound and outbound customer communicationStrong problem-solving and critical-thinking skills with attention to detailSelf-motivated with a positive attitude, strong work ethic, and ability to multitask in a fast-paced environmentComfortable learning technical information and guiding customers through troubleshooting processes step-by-stepPrevious experience with espresso equipment, coffee preparation, appliance troubleshooting, or specialty coffee is a plus, but not requiredPerks of the PositionModern office settingPaid training provided; no prior espresso machine experience requiredCompetitive compensation based on experienceCompetitive health and dental insurance plans401(k) plan with (Company contribution after 1 year)Vacation time, sick time, and paid holidaysFully stocked kitchen and beverages available for employeesDoorDash DashPass membershipEmployee discounts on espresso machines, coffee, and accessoriesOpportunity for long-term growth within a rapidly expanding company and specialty coffee industryHands-on exposure to premium espresso equipment and coffee productsWork alongside a passionate, knowledgeable team within the coffee industry