Offer summary

Qualifications:

Strong technical aptitude with experience in Windows and macOS environments., Basic networking knowledge and electronic hardware troubleshooting skills., Excellent communication skills in English, both written and verbal., Customer service mindset with patience and empathy..

Key responsibilities:

Handle technical support tickets and troubleshoot software and hardware issues.

Collaborate with team members to resolve complex problems and document solutions.

Communicate technical information clearly to customers of varying expertise.

Participate in knowledge-sharing and process improvement initiatives.

Job description

About the role

We’re looking for a methodical technical problem solver to join our Technical Support Team. You will work with experienced colleagues to help customers resolve technical issues with our software and related hardware products. This role offers the opportunity to deepen technical expertise while enhancing the experience of our customer base in the specialty coffee industry.

What you'll do

Core focus (90% of your time):
- Handle technical support tickets across our product suite with accuracy and efficiency
- Troubleshoot software and hardware issues for customers using systematic diagnostic approaches
- Collaborate with senior team members to resolve complex technical problems
- Document solutions and contribute to our knowledge base to help the team learn and grow
- Communicate technical information clearly to customers with varying levels of technical expertise
- Meet daily ticket targets, ensure SLAs are met, and strive for excellent customer satisfaction (CSAT) outcomes
Growth & development (10% of your time):
- Participate in team knowledge-sharing sessions and peer reviews.
- Contribute to process improvement initiatives.
- Develop expertise in specialized areas of our product ecosystem.

We are looking for someone with

Strong technical aptitude with experience in Windows/macOS environments and basic networking concepts.
Genuine curiosity about how things work and a methodical approach to problem-solving.
Excellent written and verbal communication skills with attention to grammar and clarity.
Customer service mindset with patience and empathy when helping users through technical difficulties.
Learning agility and eagerness to develop deep product knowledge.
Strong command of written and spoken English.

That said, we’d be particularly delighted to hire someone with

Experience with basic electronic hardware troubleshooting, such as diagnosing sensor signal issues.
Familiarity with PLCs (Programmable Logic Controllers) and PID (Proportional-Integral-Derivative) systems.
Specialty coffee industry knowledge.
Fluency in additional languages (human and machine).
Previous experience in technical support or customer-facing technical roles.

We offer a supportive team environment where you'll have the opportunity to grow into senior technical roles, including comprehensive product training and dedicated mentorship from experienced colleagues to help you develop your skills and advance your career. Your work will have a direct impact on customer success, and you'll thrive in a collaborative atmosphere with exciting opportunities to contribute to cross-team projects.

What you can expect

The salary range for this position is € 46K to € 54K gross/year and we look at factors like your experience and individual qualifications to determine our offer. Additional benefits include budgets for education & wellbeing, and professional development, remote work and home office, very flexible working hours without core hours, paid time for volunteer work, access to mental health support, tax-friendly bike leasing, and an endless stream of really great coffee. We also make our best possible offer upfront - no games.

Apply now

We look forward to receiving your application! If you have any questions, don't hesitate to contact our team at jobs@cropster.com.

Apply for this job

About us

At Cropster, we are building market-leading Software as a Service (SaaS) solutions to empower businesses throughout the coffee supply chain. Thousands of customers all over the world from farm to cup use our software products to make better coffee.

We thrive on high commitment and a strong culture of collaboration to achieve our revolutionary mission of a sustainable coffee supply chain. As a Certified B Corporation™, Cropster is committed to working towards being an even better company that benefits all people, communities, and the planet. If you want to have a significant impact and work with people who care, Cropster is the right place for you.

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