Bilingual Technical Customer Service Representative

CSC Generation
Summary
Join Seattle Coffee Gear as a Technical Customer Service Representative and provide expert support for customers using advanced coffee machines. You will troubleshoot technical issues, guide customers through solutions, and ensure a premium customer experience. Responsibilities include responding to customer inquiries, troubleshooting machine problems, providing clear instructions, escalating complex cases, maintaining accurate records, and staying up-to-date on product information. You will also collaborate with internal teams and assist customers with product selection and returns. The ideal candidate will have 1-2 years of customer service or technical support experience, strong troubleshooting skills, and excellent communication skills. Familiarity with customer support software and CRM tools is also required.
Requirements
- 1-2 years of experience in customer service or technical support
- 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
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
- A genuine interest in coffee and espresso culture
- 1-2 years of experience with high-end appliances or electronics
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)