Salzman Group Inc

Espresso Machine Support Agent

Rochester, NY

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hirly's read of this role

Seniority: Mid level
Country: US
Work mode: On-site / unstated
First seen by hirly: 23 Oct 2026

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the posting

Description

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.

Requirements

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

Qualifications

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