Technical Support Specialist supporting enterprise customers on Coupa's spend management platform. Managing customer inquiries and leveraging technical acumen to drive successful outcomes in a collaborative team environment.
About the role
- Technical Support Dispatcher managing customer calls and coordinating service for Lavazza products. Ensuring prompt technical support and customer satisfaction with espresso equipment.
Responsibilities
- Communicate with customers to understand, troubleshoot, and/or dispatch a service provider to resolve equipment issues.
- Communicate with technicians to schedule service calls, preventative maintenance, and/or installations.
- Create, dispatch, and update customer work orders using Lavazza Dispatching Software and CRM.
- Provide phone and/or video troubleshooting with customers to avoid onsite technical intervention.
- Provide reporting and KPI’s from dispatching software for alignment of customer Service Level Agreements (SLA).
- Liaise with sales and account management to ensure quick, proactive, and hassle-free solutions.
- Provide expertise through continuous technical training and education with new product offerings.
- Drive initiatives within CRM strategy & revenue generation model.
- Monitor machine reliability, track issues, and work to reduce equipment downtime.
- Perform additional clerical/administrative duties as required.
Requirements
- High school diploma or equivalent; additional education or training in customer service, communication or related fields is a plus
- 3+ years experience in Customer Service, required
- 3+ years experience in Technical Troubleshooting and/or Electronics, required
- Basic knowledge of Coffee and Espresso equipment is a plus
- Utilization of Microsoft Office Suite and Outlook
- Proficiency in using dispatching software and CRM systems
- Microsoft O365 experience required
- Excellent verbal and written communication skills
- Technical abilities and troubleshooting skills (electronics experience preferable)
- Ability to remain composed and make quick decisions in a fast-paced environment
- Genuine passion for delivering exceptional customer experiences
- High attention to detail and a sense of pride and ownership to one’s work
- Ability to occasionally lift and/or move up to 50 pounds
- Ability to sit/stand for extended periods of time
- Up to 10% travel required annually
Benefits
- Competitive Medical, Vision, Dental Benefits
- 401K Package
- Employee Assistance Program
- Hybrid Work Schedule
- Ability to be barista certified
- Tuition Reimbursement
- Performance Development Plans
- Employee Discounts
- Summer Friday’s (Memorial Day Weekend – Labor Day Weekend)
- Flexible business casual dress code - jean friendly!
- Free coffee, anytime!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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