Technical Support Specialist - Remote

Overview

We’re looking for a methodical technical problem solver to join our Technical Support Team. You will work with experienced colleagues to help customers resolve technical issues with our software and related hardware products. This role offers the opportunity to deepen technical expertise while enhancing the experience of our customer base in the specialty coffee industry.

In Short

• Handle technical support tickets across our product suite with accuracy and efficiency.
• Troubleshoot software and hardware issues for customers using systematic diagnostic approaches.
• Collaborate with senior team members to resolve complex technical problems.
• Document solutions and contribute to our knowledge base to help the team learn and grow.
• Communicate technical information clearly to customers with varying levels of technical expertise.
• Meet daily ticket targets, ensure SLAs are met, and strive for excellent customer satisfaction (CSAT) outcomes.
• Participate in team knowledge-sharing sessions and peer reviews.
• Contribute to process improvement initiatives.
• Develop expertise in specialized areas of our product ecosystem.
• Opportunity to grow into senior technical roles with mentorship.

Requirements

• Strong technical aptitude with experience in Windows/macOS environments and basic networking concepts.
• Genuine curiosity about how things work and a methodical approach to problem-solving.
• Excellent written and verbal communication skills with attention to grammar and clarity.
• Customer service mindset with patience and empathy when helping users through technical difficulties.
• Learning agility and eagerness to develop deep product knowledge.
• Strong command of written and spoken English.

Benefits

• Comprehensive product training and dedicated mentorship from experienced colleagues.
• Budgets for education & wellbeing, and professional development.
• Remote work and home office flexibility.
• Very flexible working hours without core hours.
• Paid time for volunteer work.
• Access to mental health support.
• Tax-friendly bike leasing.
• An endless stream of really great coffee.
• No games in the offer process.