What are the responsibilities and job description for the Espresso Machine Support Agent position at Whole Latte Love?
Company Description
Whole Latte Love is the largest online retailer of espresso machines, built on a genuine passion for coffee and customer relationships. Founded in 1997 as a homegrown company, it has grown into a leading authority on espresso equipment and coffee education. The company operates from a modern 40,000-square-foot office and warehouse facility, supporting efficient operations and product fulfillment. With a dedicated full-time technical staff, Whole Latte Love provides customers with extensive resources, expert guidance, and high-quality service.
Role Description
The Espresso Machine Support Agent is a full-time, on-site role based in Rochester, NY. This position is responsible for assisting customers with troubleshooting and resolving issues related to espresso machines and coffee equipment via phone, email, and online channels. Day-to-day tasks include diagnosing technical problems, guiding customers through step-by-step solutions, coordinating repairs or replacements, and documenting cases in support systems. The agent will also provide product education, recommend maintenance best practices, and collaborate with technical staff, sales, and warehouse teams to ensure timely and accurate resolutions. Maintaining a customer-focused approach and contributing to continuous improvement of support processes are key aspects of the role.
Qualifications
- Strong customer support and customer satisfaction skills, with a service-oriented mindset and ability to manage inquiries in a professional, empathetic manner.
- Technical support capabilities, including basic mechanical or electrical troubleshooting and the ability to learn the functionality of espresso machines and related equipment.
- Analytical skills to diagnose issues, interpret customer feedback, and identify patterns or recurring problems.
- Clear and effective communication skills, both verbal and written, to explain technical concepts in a simple, accessible way.
- Ability to work on-site in Rochester, NY, with reliable attendance and time management.
- Interest in coffee, espresso machines, or specialty beverages; prior experience in coffee equipment or consumer electronics support is beneficial.
- Proficiency with basic computer applications, ticketing or CRM systems, and documentation practices.
- High school diploma or equivalent required; additional technical training or certifications are a plus.