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

Posted 17 days ago

salzman groupChester (NJ)

Installation, Maintenance, and Repair Workers, All Other Snack and Nonalcoholic Beverage Bars

SENIORITY

Mid

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About the role

Tier 1 Technical Support The 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 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
DoorDash DashPass 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

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A number in mind

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Your notice period

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Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.