Acaia U.S. Customer Support Specialist - Portland
A little about Acaia
Acaia develops and produces industrial-grade tools, connected devices, and software for coffee professionals and enthusiasts. We are dedicated to improving both coffee quality and the brewing experience and pledge to act as an inclusive and collaborative member of the coffee community.
Job Overview
We're looking for one U.S. Customer Support Specialist at Acaia. If you're a technically minded customer service pro, we want to hear from you!
This is a full-time, Monday through Friday, entry-level salaried position based in Portland, OR. In-person work is required. Salary range: $42,000 - $44,000.
Responsibilities
- Respond to customer inquiries and troubleshoot tickets in a timely and professional manner, redirecting them to the proper party if necessary.
- Maintain the voice of Acaia in all customer interactions, ensuring a positive customer experience.
- Resolve and explain technical issues via email, phone, or Google Meet.
- Service and repair all Acaia products. Repairs are performed using screwdrivers, tweezers, Allen wrenches, etc. Some level of manual dexterity is required.
- Ship, pack, and receive sensitive pieces of equipment.
- Test and troubleshoot new products.
- Check on paid invoices to ensure timely payment.
- Test Acaia apps to ensure they are functioning properly.
- QC products to ensure they meet Acaia's high standards.
- Travel outside of Portland to work the Acaia booth at SCA’s Coffee Expo or other events (1-2 times annually). Events can last anywhere from two days to a full week. Travel expenses (flight, furnishings, etc.) will be covered by Acaia.
Who we’re looking for
- Charming and empathetic candidates who enjoy helping others.
- Problem solvers, list-makers, organizers, self-motivators, and do-it-yourselfers.
- Prior specialty coffee and/or technical equipment expertise can be useful but are not required.
- Proficiency in English (speaking/reading/writing). Our company is globally distributed and relies on digital communications. Like our customers, English is not always everyone’s native language. You should be able to clearly communicate our technology to non-native English speakers.
- Conversational ability in other languages is incredibly helpful, including but not limited to: Mandarin Chinese, Spanish, German, French, and Japanese. Polyglots preferred!
You should be interested in
- Brewing and drinking delicious coffee.
- Learning about the mechanics of technical instruments such as scales, dosers, and grinders.
- Creating positive and lasting customer service experiences.
- Working with a small team of creative and friendly coffee lovers.
- A dynamic environment that offers opportunities for growth.
The tools you’ll use
Email, telephone, Zendesk, Slack, Zoho Inventory, spreadsheet and word processing tools (Google and Microsoft products), scales, and coffee brewing equipment. You’ll receive training if you are unfamiliar with any of these tools.
Benefits include
100% premium contribution towards a healthcare plan offered by the company, 22 days of PTO (not including holidays) and 12 paid holidays (including your birthday), paid lunch hour, half workdays every Friday, complimentary coffee and snacks, opportunity to travel, and opportunity for advancement, all in a fun and relaxing office space with interesting co-workers.
If you believe that you’re a strong candidate for the above position, please contact us with an introductory email and up-to-date résumé by May 15, 2024. Inquiries should be sent to sales@acaia.co .