Tier 1 Technical Support Agent

3 weeks ago

Rochester, United States Salzman Group Inc Full time
Job DescriptionJob DescriptionDescription:

We are looking for a solution-oriented individual to join our team. The Tier I Technical Support Agent is responsible for providing exceptional customer service while helping customers troubleshoot, identify, and resolve technical issues. You will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories to become an expert. You will communicate with customers via phone, chat, email, and live one-on-one video. The position blends technical support and customer service to ensure customer satisfaction in all aspects of owning and operating a home espresso machine.


Hours and schedule:

The call center operates on a continuous schedule, to include 6 days per week. Employees are expected to work 5 shifts per week for a total of 40 hours. Schedules are meticulously prepared and posted one month in advance to provide employees with ample time to plan and adjust their personal schedules accordingly. This advanced scheduling also facilitates the seamless operation of the call center, ensuring that we are adequately staffed to serve our customers’ needs. To promote a balanced work environment and fair distribution of work hours, employees will typically be scheduled to work a combination of both early and late shifts throughout the month. In addition, employees are expected to be available to work 2 Saturdays per month to accommodate the call center's operational requirements.


The Tech call center is open Monday - Thursday from 9:00am-8:30pm, Friday from 9:00am-6:00pm, and Saturday from 9:30am-6:00pm. Shifts are scheduled to include two 15-minute paid breaks and one 30-minute unpaid lunch.

Requirements:
  • Troubleshoot technical problems and answer support questions
  • Participate in “Coffee Cast,” a live sales and support video service
  • Answer phone calls, emails, and live chats from customers
  • Create, update, and close tickets as appropriate
  • Answer customer emails within required time frame
  • Escalate complex or difficult technical issues to Tier II Technical Support Agents
  • Clearly articulate technical issues, solutions, and activities to colleagues and clients
  • Create and review knowledge-based articles for reference points
  • Participate in a feedback loop with management and other departments to improve Company processes, policies, and support materials
  • Provide management with customer feedback and insights to maintain a competitive advantage
  • Meet or exceed daily, weekly and monthly goals
  • Other duties assigned as necessary


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