About the Role

We are looking for a Technical Support Representative to join our team and be a key point of contact for customers throughout their journey with our machines, software, and services.

In this role, you will provide hands-on technical support, guide customers through onboarding and training, proactively engage with customers to maximize product usage, and support basic sales inquiries. The ideal candidate is technically minded, customer-focused, and an excellent communicator who enjoys solving problems and working directly with customers.

Key Responsibilities

Technical Support

  • Respond to customer inquiries via phone, email, and messaging channels.
  • Troubleshoot and resolve software and hardware-related technical issues.
  • Provide remote and, when required, hands-on technical support.
  • Manage and resolve customer escalations in a timely and professional manner.
  • Document customer issues, troubleshooting steps, and resolutions.

Customer Onboarding & Training

  • Conduct proactive video calls with new customers to support machine onboarding and setup.
  • Provide ongoing customer training on machines, software, features, and services.
  • Ensure customers are confident and fully equipped to use the products effectively.

Proactive Customer Engagement

  • Proactively contact customers based on specific usage or performance indicators.
  • Identify opportunities to help customers improve machine usage and adoption.
  • Reach out regarding changes or drops in printing activity, feature usage, or other relevant customer activities.
  • Help customers get maximum value from the products and services.

Sales & Product Inquiries

  • Respond to basic sales inquiries from leads and existing customers.
  • Provide information about machines, pods, features, and available services.
  • Identify customer needs and, when appropriate, connect them with the relevant sales team.

Requirements & Qualifications

Must Have:

  • 1–3 years of experience in technical support, including hands-on customer support and/or remote technical support.
  • Proven experience troubleshooting and resolving hardware and software issues.
  • Experience handling technical escalations and customer-facing problem-solving.
  • Excellent written and verbal communication skills.
  • Fluent English with the ability to communicate clearly and professionally with customers.
  • Strong customer-service mindset and a proactive approach to problem-solving.

Nice to Have:

  • Experience working in Food & Beverage (F&B), Hospitality, Restaurants, Bars, or related industries.
  • Experience using Zendesk Support or similar customer support/ticketing systems.
  • Experience supporting connected machines, SaaS products, IoT devices, or other hardware/software solutions.

What We’re Looking For

We are looking for someone who is:

  • Customer-focused and empathetic.
  • Technically curious and comfortable troubleshooting problems.
  • Proactive rather than purely reactive in customer interactions.
  • Organized and able to manage multiple customer requests.
  • A strong communicator who can explain technical concepts simply.
  • Comfortable working independently while collaborating with internal teams.
  • Motivated to improve the customer experience and drive product adoption.