Technical Support

Top Job

Located in Rochester, NY

Salary: $20-22/hr

Technical Support Representative – Call Center

Pay: $20.00–$22.00 per hour
Job Type: Full-Time

Job Description

Express Employment Professionals is partnering with an established company to recruit a Technical Support Representative for a call center-based position.

Are you mechanically inclined and enjoy figuring out how things work? Do you have experience repairing equipment, troubleshooting mechanical issues, or helping others solve technical problems?

We're looking for a customer-focused problem solver to assist customers with troubleshooting espresso machines, grinders, and specialty coffee equipment.

This is a call center-based technical support position, NOT a hands-on repair technician role. You will use your mechanical knowledge to diagnose equipment issues and guide customers through solutions over the phone, email, chat, and video.

Previous experience with coffee equipment is not required. Training will be provided!

Key Responsibilities

• Answer incoming customer calls and respond to technical support inquiries.

• Troubleshoot mechanical and electrical equipment issues remotely.

• Guide customers through troubleshooting and repair procedures over the phone, email, chat, and video.

• Ask questions to identify equipment problems and recommend solutions.

• Explain technical instructions clearly to customers with varying levels of experience.

• Document customer interactions, troubleshooting steps, and resolutions in the support system.

• Manage multiple customer inquiries while maintaining excellent service standards.

• Meet call center performance and response-time expectations.

Qualifications

• Previous mechanical, electrical, or technical troubleshooting experience required.

• Strong mechanical aptitude and problem-solving abilities.

• Excellent communication and customer service skills.

• Comfortable working in a call center environment and assisting customers over the phone.

• Ability to explain technical information in simple, easy-to-understand terms.

• Strong computer skills and ability to navigate multiple systems.

• Ability to learn new equipment, software, and troubleshooting procedures.

Relevant experience may include:

• Automotive or appliance repair

• HVAC or equipment maintenance

• Electronics or small-engine repair

• Industrial maintenance

• Mechanical troubleshooting

• Technical customer service or help desk support

Preferred Qualifications

• Previous call center, customer service, or technical support experience.

• Experience reading technical manuals or using diagnostic tools.

• Familiarity with mechanical or electrical equipment.

Compensation

$20.00–$22.00 per hour, based on experience.

Apply Today!

If you have a mechanical background, enjoy troubleshooting, and are interested in transitioning into a customer-facing technical support role, we encourage you to apply!

Apply Now