Tier I Technical Support Specialist – Smart Cooler Vending

This is a fully remote position, open to applicants in United States.

📋 Description

• Receive and address customer technical support inquiries through authorized support channels.

• Categorize issues such as machine offline, application access, activation, binding, demo mode, pending transactions, payment-reader problems, and connectivity issues.

• Collect information on customer details, machine specifics, location, timeline, screenshots, videos, error messages, and troubleshooting history.

• Assess whether issues pertain to the HaHa app, HaHa backend, physical machine, POS screen, Nayax/PAX reader, customer setup, or connectivity pathway.

• Verify if the machine is deployed and should be operational.

• Document customer impacts including lost sales, facility complaints, failed transactions, repeated downtime, or installation delays.

• Guide customers through approved initial troubleshooting steps.

• Confirm if remote restart, physical power cycle, app checks, or other sanctioned procedures were attempted.

• Articulate basic support concepts in simple terms.

• Assist customers in monitoring machine availability post-troubleshooting.

• Monitor for recurring offline issues and transactions stuck in Processing or In Progress.

• Gather evidence prior to escalation.

• Support routine onboarding and setup using established guidelines.

• Clarify app navigation, product library setup, pricing, templates, inventory, machine management, and overall app operation.

• Prepare customers for app walkthroughs and technical support meetings.

• Inform customers about demo mode and machine stocking processes.

• Send follow-up summaries after onboarding or support calls.

• Guide customers to training recordings, knowledge base articles, and approved support resources.

• Collect connectivity details for Tier II assessment, including cellular, Wi-Fi, Ethernet, router, facility network, signal, and speed-test data.

• Help determine if transaction issues are present on the HaHa or Nayax/MoMa side.

• Gather transaction dates, times, amounts, machine IDs, and supporting documentation.

• Escalate payment-reader, settlement, card-reader, Nayax/PAX, and integration issues beyond basic troubleshooting.

• Communicate clearly, professionally, and calmly with customers.

• Ask targeted questions, explain next steps, follow up, and keep customers informed during escalations.

• Retain ownership of customer communication while Tier II manages deeper diagnostics.

• Document symptoms, timelines, evidence, troubleshooting steps, results, resolution status, and ensure smooth transitions to Tier II.

• Distinguish confirmed facts from assumptions.

• Identify when issues necessitate deeper diagnosis, backend access, vendor coordination, facility IT involvement, custom connectivity design, payment-reader integration troubleshooting, firmware/controller investigation, or other Tier II evaluation.

⛳️ Requirements

• Excellent customer service and written communication skills.

• Ability to read customer messages and identify the underlying technical issue.

• Proficiency in asking focused clarifying questions.

• Capability to adhere to a troubleshooting checklist without omitting steps.

• Skill in accurately and clearly documenting customer issues.

• Comfortable managing support tickets, emails, chats, screenshots, app status, and customer follow-ups.

• Proficient in explaining technical processes in simple language to non-technical customers.

• Basic knowledge of smart devices, mobile apps, web dashboards, and connected equipment.

• Understanding of Wi-Fi, Ethernet, cellular connectivity, routers, and SIM cards.

• Ability to differentiate between machine status, app status, backend status, POS behavior, and payment-reader behavior.

• Capacity to remain calm and professional with frustrated customers.

• Ability to refrain from guessing when unsure.

• Recognize when an issue must be escalated to Vend Guys Tier II Technical Support.

• Strong attention to detail and follow-up skills.

• Willingness to learn smart cooler vending technology, HaHa systems, Nayax/PAX payment-reader fundamentals, connectivity workflows, and Vend Guys support processes.

• Experience in vending operations (preferred).

• Background in smart cooler or unattended retail (preferred).

• Experience in customer technical support (preferred).

• Background in POS or payment-reader support (preferred).

• Basic networking experience (preferred).

• Experience in troubleshooting routers, Wi-Fi, Ethernet, cellular, or SIM issues (preferred).

• Experience in help desk or ticket-based support (preferred).

• Field-service coordination experience (preferred).

• Experience working with non-technical customers (preferred).

• Must adhere to approved procedures rather than guessing.

• Must comprehend that Tier I gathers information and performs basic checks, while Tier II conducts deeper technical diagnostics and solution design.

• Must not recommend equipment, connectivity architecture, payment-reader replacements, or backend modifications without proper authorization.

• Must escalate appropriately when an issue surpasses the documented Tier I process.

🏝️ Benefits

• Opportunity to work with a growing smart cooler vending company.

• Hands-on experience with connected vending technology.

• Practical experience with smart cooler platforms.

• Direct experience with customer technical support.

• Involvement with app-based equipment support.

• Experience in payment-reader troubleshooting.

• Exposure to real-world connectivity support.

• Additional benefits will be discussed during the hiring process.