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 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)