Customer Service & Tech Support

Company Overview
Cream No Sugar, is an online ecommerce business. We specialize in the sale of Espresso Machines.

Full Job Description:
The Service Technician receives calls and emails from clients as the initial point of contact for inquiries regarding policies, practices or to resolve issues. The Technician helps the customer by answering their inquiry, in hopes of resolving their issue. The Technician solves problems by utilizing a knowledge base as well as detailed instructions/procedures. Ultimately, we are looking for a Tech support specialist to give our customers and members a great "experience" as well as executive support for the founder.

Job Duties:

A Service Technician who troubleshoots espresso machines, brewers, grinder and water filtration units in at customer's restaurants,cafes or homes.

Some of the brands of coffee equipment we support are;
La Pavoni & Bonavita

Coffee equipment experience on the brands listed above is preferred, but candidates with comparable skills from other industries can make great candidates. Plumbing, HVAC, automotive, or motorcycle repair experience translates well into specialty coffee equipment repair.

Key Desired Attributes Include:

Mechanical aptitude, troubleshooting skills and attention to detail.
Appreciation of coffee and espresso.
Solution-oriented approach to troubleshooting.
Attention to detail.
Grace under pressure.
Ability to work both independently and as part of a team.
Customer Service experience. ( 1 year preferred).
Preferred barista/espresso machine knowledge. ( 1 year preferred).
Preferred experience using a telephone to handle customer requests.
Previous experience using a personal computer.
Strong written and verbal communication skills; appropriately communicates with all levels of customers from Assistants to Partners.
Strong organization skills.
Working knowledge of email, Internet Explorer, Excel and Word.
Proficient typing skill (35 wpm)

Phone Service:
Our customers are directed to call one number through our website as advertised. We advertise that customers can call this number and receive service between the times of 9am-5pm (GMT-4) EST.
If for any reason during your shift, a phone call is unanswered it will automatically overflow to the next available customer service representative or to our company voicemail. Please remember to check the voicemail throughout your shift.
Outside of these hours, phone calls made by customers will be directed to a pre-recorded voice message system. This messaging system is to be reviewed at the beginning of every shift.

How to Answer the Phone:
We ask that all our customer service employees answer the phone with a greeting. Immediately followed by your name and the department.

An example;
“Hello.. Thank you for calling Cream No Sugar, this is Danilo . How can I help you today?”
“ Hello.. Thank you for calling Cream No Sugar’s technical support department. This is Jasmine. How can I help you today?”


Job Salary:
NGO
Additional Compensation:
Commission
Hours per week: ---------- Benefits:
None
Work Location:
Remote