Technical Support (Coffee)

KioCafé is a provider of fully automated, robotic coffee kiosks designed to deliver premium espresso-based hot and cold beverages in under two minutes. Our kiosks operate 24/7 in high-traffic environments such as offices, hospitals, universities, airports, and commercial spaces, combining advanced robotics, IoT connectivity, and proprietary software to deliver a seamless, unattended coffee experience.

Our strength lies in delivering a comprehensive blend of innovative hardware, robust software, and customized solutions, ranging from robotic beverage preparation and kiosk interfaces to payment systems, telemetry, and remote management platforms.

Main Duties and Responsibilities

Technical/Customer Support:

• Setting up, programming, testing, and preparing our coffee payment POS systems for shipment
• Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions related to coffee products.
• Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.

Technical Expertise:

• Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
• Act as a subject matter expert, assisting team members and customers with advanced troubleshooting, configuration, and customization inquiries.
• Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.

Continuous Process Improvement:

• Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.

Customer Advocacy/Customer Success:

• Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
• Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.

Qualifications

• Associate's degree in a relevant field or equivalent practical experience in lieu of education
• Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
• Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
• Tier 1 or Tier 2 Technical support experience considered an asset. 
• Strong technical aptitude and ability to quickly learn and understand complex software products.
• Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.
• Familiarity with support ticketing systems and customer relationship management (CRM) tools.
• Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.
• Must be a U.S. citizen residing in the United States.
• Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.
  

Preferred Qualifications

• Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.
• Proficiency in operating espresso machines, grinders, and other coffee-making equipment.
• Understanding of different coffee beans, brewing methods, and drink recipes.
• Prior experience in a similar technical role within the food and beverage industry.
• Expertise in troubleshooting and repairing coffee equipment like espresso machines, grinders, etc.
  

Physical Requirements

• Must be able to be in a stationary position more than 50% of the time
• Must be able to communicate, converse, and exchange information with peers and senior personnel
• Constantly operates a computer and other office productivity machinery, such as a computer
• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Able to lift up to 75 lbs
• Able to use tools, power tools, etc.
  

Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.