Bilingual Technical Customer Service Representative

closed
CSC Generation Logo

CSC Generation

πŸ’΅ $216k-$288k
πŸ“Remote - Mexico

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)
This job is filled or no longer available