What are the responsibilities and job description for the Tier 1 Tech Support Agent (Espresso Machines/Coffee Equipment) position at Whole Latte Love?
Description
About Us
Salzman Group Inc. (Whole Latte Love) is a family-owned business based in Rochester, New York and the fastest-growing e-commerce retailer of luxury espresso machines, coffee, and specialty coffee accessories. For more than 25 years, we have been passionate about helping customers create café-quality coffee experiences at home through exceptional products, education, and customer support.
Our company has been recognized nationally, being named one of America’s Fastest Growing Online Shops by Statista, America’s Best Online Shops 2026, and America’s Best Customer Service 2024–2026 by USA Today.
We foster a collaborative, team-oriented environment focused on innovation, accountability, and growth, while creating opportunities for our employees to develop and succeed.
Position Overview
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.
Key Responsibilities
About Us
Salzman Group Inc. (Whole Latte Love) is a family-owned business based in Rochester, New York and the fastest-growing e-commerce retailer of luxury espresso machines, coffee, and specialty coffee accessories. For more than 25 years, we have been passionate about helping customers create café-quality coffee experiences at home through exceptional products, education, and customer support.
Our company has been recognized nationally, being named one of America’s Fastest Growing Online Shops by Statista, America’s Best Online Shops 2026, and America’s Best Customer Service 2024–2026 by USA Today.
We foster a collaborative, team-oriented environment focused on innovation, accountability, and growth, while creating opportunities for our employees to develop and succeed.
Position Overview
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.
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
- 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
- Modern office setting
- Paid training provided; no prior espresso machine experience required
- Competitive compensation based on experience
- Competitive health and dental insurance plans
- 401(k) plan with (Company contribution after 1 year)
- Vacation time, sick time, and paid holidays
- Fully stocked kitchen and beverages available for employees
- DoorDash DashPass membership
- Employee discounts on espresso machines, coffee, and accessories
- Opportunity for long-term growth within a rapidly expanding company and specialty coffee industry
- Hands-on exposure to premium espresso equipment and coffee products
- Work alongside a passionate, knowledgeable team within the coffee industry