Technical Support Representative

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.