Technical Support Specialist

3 weeks ago


Rochester, New York, United States Salzman Group Inc Full time
Job Overview

We are seeking a skilled Technical Support Agent to join our team at Salzman Group Inc. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, helping them troubleshoot and resolve technical issues with our espresso machines and coffee brewing devices.

Key Responsibilities:

  • Troubleshoot technical problems and provide solutions to customers
  • Participate in live sales and support video sessions
  • Answer phone calls, emails, and live chats from customers
  • Create and update knowledge-based articles for reference
  • Escalate complex issues to senior technical support agents
  • Provide feedback to management to improve company processes and support materials
  • Meet or exceed daily, weekly, and monthly performance goals

Requirements:

  • Excellent communication and problem-solving skills
  • Ability to work in a fast-paced environment
  • Strong technical knowledge of espresso machines and coffee brewing devices
  • Ability to work independently and as part of a team
  • Strong customer service skills

Working Hours:

The call center operates on a continuous schedule, with employees working 5 shifts per week for a total of 40 hours. Schedules are posted one month in advance to ensure adequate staffing and allow employees to plan their personal schedules.

Benefits:

  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment


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