Bilingual Technical Customer Service Representative

Summary

Join Seattle Coffee Gear as a Technical Customer Service Representative and provide expert support for customers using advanced coffee machines. You will be the first point of contact for troubleshooting technical issues, guiding customers through solutions, and ensuring a premium experience. This role requires strong troubleshooting skills, excellent communication, and a passion for coffee. You will work with a dynamic team in a fast-paced environment. The position offers competitive salary and benefits, including remote work options and comprehensive training.

Requirements

• 1-2 years of experience in customer service or technical support, preferably with high-end appliances or electronics
• Experience with order or inventory management software
• Strong troubleshooting skills with a comfort in working with mechanical systems and basic electronics
• Excellent verbal and written communication skills
• Ability to remain patient, empathetic, and professional with customers, especially in frustrating situations
• Familiarity with customer support software, CRM tools, and ticketing systems
• A genuine interest in coffee and espresso culture

Responsibilities

• Respond to inbound customer inquiries via phone, email, or chat regarding technical issues with high-end coffee machines
• Troubleshoot common machine issues such as error codes, grinder malfunctions, water flow problems, and milk system failures
• Walk customers through diagnostic steps, maintenance procedures, setup, programming, calibration, and descaling
• Provide clear instructions to determine whether a machine needs repair or replacement and guide customers through warranty and repair processes
• Escalate complex technical cases to specialists or repair technicians as needed
• Maintain accurate records and case notes using CRM tools
• Stay up to date on the latest models, software updates, and technical documentation for advanced coffee machines
• Collaborate with internal teams to report recurring issues, defects, or feedback from customers
• Use web-based inventory and order systems to perform all job duties
• Research and respond to service-related inquiries regarding tracking, order status, and product information
• Assist customers in selecting the right espresso machine and associated products
• Create return authorizations and exchanges for customers in order and shipping systems
• Enter customer orders into the inventory system accurately
• Collaborate with the sales and service teams to achieve sales goals and meet service metrics
• Continuously learn and maintain up-to-date knowledge on current product offerings
• Follow all customer service and inside sales processes to ensure a seamless customer experience
• Work with the leadership team to refine and implement new processes as we grow
• Perform other duties as assigned

Preferred Qualifications

• Experience with machines from brands such as Jura, DeLonghi, Breville, Rocket, or similar
• Knowledge of espresso preparation and specialty coffee equipment
• Previous experience in retail coffee, barista, or repair technician roles, is a plus, but is not required
• Motivated self-starter with a desire to learn a complex product offering
• Technical (device, machine) troubleshooting

Benefits

• Competitive salary
• Law benefits since day one
• Home office
• Remote work support
• Full equipment provided
• 100% paid training
• Schedule window (8 am - 8 pm)
• 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm)
• 1 hour Lunch - 2 breaks of 15 minutes each
• Two days off (Fri-Sat / Sat-Sun/ Sun-Mon)
• Total Pass
• Above the law benefits after 90 days (Food vouchers, Minor and Major Medical Insurance, Telemedicine)