Tech Support Lead - Nashville, TN

 

The Lead Technician will be diagnosing and troubleshooting home espresso machine issues over the phone remotely with customers. This position is imperative for customer satisfaction and a critical component of the workflow within Clive’s Tech Department. With growing sets of processes, this position requires a knack for problem solving, organization, & follow-through. 

We are hiring an experienced technician who is comfortable working with a remote team based out of Portland, OR. This person will be part of a new group of employees onboarding in Nashville, Tennessee starting March 2021.

 

Areas of Responsibility & Accountability:

Phone and Email Support 85%

  • Troubleshoot and diagnose technical issues with home espresso machines and grinders over the phone and via email
  • Navigate online parts diagrams and knowledge base in order to find best solutions quickly
  • De-escalation of customer issues
  • Provide friendly, educational support to both experienced and new customers  
  • Ability to track and document issues and their status in company’s CRM

Bench Testing Backup & Lead 15%

  • Troubleshooting and resolving machine & grinder issues in QA process
  • Train entry-level bench tester when appropriate
  • Aid in the receiving of new stock

Required Skills:

  • Hands-on experience servicing commercial or home espresso machines and coffee grinders
  • Excellent verbal and written communication skills
  • Detail oriented and organized

 

Reports to: Tech Manager

Employment Type: Full-Time, Hourly

Benefits: PTO, healthcare, 401(k)

 

To take the next step, please email jobs@clivecoffee.com with a resume and a little about your interest in working at Clive.