Descripción
At ROEST, we aim to offer exceptional support to every customer. As part of the customer support team, you will be on the front line, helping customers get the best results from their roaster through video calls, in-person visits, and online tools such as HubSpot. You will become an expert on the internal workings of our machines, supporting customers with setup, maintenance, troubleshooting, and repairs. You’ll use that knowledge to collaborate with our development and engineering teams by providing technical and customer feedback. You will also use your expertise and communication skills to support the Sales and Marketing teams, representing ROEST at events and product demos, producing content, and helping to explain complex roasting concepts in an approachable way. As such you’ll become part of the public face of ROEST, connecting with the ROEST community all around the world to help us understand our customers’ needs better and to support them in the most effective way possible. This is a varied and challenging role, which will draw on your knowledge of roasting and roaster maintenance, and your skills in communication and problem-solving. Tasks include: Technical support: using our online written and video guides and other support tools to help new customers get started with the ROEST and carry out maintenance and small repairs Assist customers with developing roast profiles to achieve higher consistency and/or quality Write guides, and help produce videos and other educational material for our support pages and for the Marketing team Work with shipping and production departments to manage the logistics of shipping spare parts and refurbishing, upgrading, or replacing machines International travel to represent ROEST at events, building the ROEST network and acting as an ambassador for the company What we are looking for: Excellent verbal and written communication abilities in English are essential. Experience in roasting coffee in a production environment. Tech