Technical Support Representative

Square Mile Coffee Roasters is a multi-award-winning coffee roasting company. Offering a dedicated wholesale service, we supply coffee to like-minded, quality-focused cafes and businesses worldwide. On a mission to share and foster a global coffee culture, we ship beans to homes around the world through our webshop and subscription service.

We are seeking a Technical Support Representative who will be responsible for the day-to-day technical support we offer our customers in person or remotely.

This is an essential role within the wholesale department, and the technical support representative will provide excellent customer service to our wholesale customers. The technical support representative will take responsibility for solving problems until the issue is resolved.

This role will suit someone with experience working with and maintaining coffee machines. If you’ve had this kind of experience in a cafe environment or similar and are looking for the next step in your coffee career, this role may be the perfect fit.

Role Responsibilities (include but are not limited to):

• Be proactive in regular customer contact, support and site visits to build customer relationships and ensure customer satisfaction
• Record all site visits, customer interactions and engineering work via CRM
• Recommend and fulfil orders for machinery, including espresso machines, grinders, water filtration, brewers and other ancillary equipment
• Assist in machinery installations and ensure customers are satisfied and confident with their equipment
• Schedule and carry out preventative maintenance on espresso machines, grinders and water filtration systems
• Control parts, tools and machinery stock, including stocktake, ordering and maintaining par levels.
• Collaborate with the Trainer to deliver technical training sessions to our wholesale customer base
• Maintain a safe and tidy engineering workshop
• Maintain our on-site machinery
• Keep up to date with the latest in coffee machinery and technology

Key Skills:

• Experience in basic maintenance and regular cleaning of coffee brewing equipment
• Experience working as a barista or understand how to dial in espresso and operate various coffee machines
• Confident IT and computer knowledge
• Excellent customer service and communication
• Good teamwork and organisation
• A meticulous and detailed approach to all aspects of the role
• Ability to work under pressure and meet deadlines
• Good problem-solving skills and a creative approach to new ideas
• Proof of the right to work in the UK
• A full, clean driving licence

Other Information:

This position is mainly worked between Monday and Friday; evening and weekend work will occasionally be required.

Benefits

• Competitive salary
• 28 paid holidays plus public/bank holidays
• Generous pension
• Working within a passionate team
• Ongoing coffee training
• Lots of free coffee to drink!

To Apply

To apply, please upload CV and a short cover letter explaining what makes you the ideal candidate for this role, and why you would like to work with us by Friday 10th May 2024.

Although we would like to acknowledge all the CVs we receive, we can only respond to those who qualify for an interview. We look forward to hearing from you and wish you the best of luck.