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 designated channels.

• Categorize issues such as machine disconnections, app access problems, activation, binding, demo mode, pending transactions, payment reader concerns, and connectivity issues.

• Collect relevant information including customer details, machine specifics, location, timeline, screenshots, videos, error messages, and troubleshooting data.

• Assess whether the issues pertain to the HaHa app, backend systems, physical machines, POS screens, Nayax/PAX readers, customer configurations, or connectivity paths.

• Assist customers with approved first-level troubleshooting, which includes remote restarts, physical power cycles, and app diagnostics.

• Support customers in monitoring machine status and recognizing recurring offline glitches or stalled transactions.

• Aid with routine onboarding, app demonstrations, product library configurations, pricing, templates, inventory management, and overall app usage.

• Guide customers on demo mode usage, machine binding, and sanctioned setup processes.

• Send follow-up summaries and direct customers to training videos, knowledge base articles, and other authorized resources.

• Gather connectivity information for Tier II review, including connection types, facility network details, signal conditions, and requested evidence.

• Assist in determining if transaction issues arise on the HaHa or Nayax/MoMa platforms and compile transaction examples.

• Escalate complex issues related to payment readers, settlements, card readers, integrations, backend processes, vendor interactions, connectivity design, firmware, and other advanced concerns to Tier II.

• Communicate effectively and calmly, ask targeted questions, clarify steps in straightforward language, outline next steps, and keep customers updated.

• Maintain responsibility for customer communication during the escalation process.

• Record symptoms, timelines, evidence, troubleshooting efforts, outcomes, issue statuses, and ensure smooth Tier II transitions.

• Adhere to established Tier I protocols and refrain from making unsupported recommendations or decisions.

⛳️ Requirements

• Must possess and operate a Haha Smart Cooler; proof of ownership is necessary.

• Excellent customer service and written communication abilities.

• Capability to discern the actual technical problem from customer communications.

• Proficiency in asking focused and clarifying questions.

• Ability to follow troubleshooting protocols meticulously without omitting steps.

• Skill in accurately and clearly documenting customer issues.

• Experience with support tickets, emails, chat communications, screenshots, app statuses, and customer follow-ups.

• Ability to convey technical procedures in layman's terms to non-technical clientele.

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

• Basic 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 when dealing with frustrated customers.

• Ability to identify when issues need to be escalated to Tier II Technical Support.

• Strong attention to detail and follow-up practices.

• Willingness to learn about smart cooler vending technology, HaHa systems, basic Nayax/PAX payment reader operations, connectivity processes, and Vend Guys support protocols.

• Relevant experience may include vending operations, smart cooler or unattended retail, customer technical support, POS or payment reader assistance, basic networking, troubleshooting routers/Wi-Fi/Ethernet/cellular/SIM issues, help desk support, field service coordination, and engaging with non-technical customers.

• Must adhere to approved procedures rather than making assumptions.

• Must comprehend the boundaries between Tier I and Tier II roles and escalate issues that exceed the documented Tier I processes.

🏝️ Benefits

• Opportunity to collaborate with a rapidly growing smart cooler vending enterprise.

• Hands-on experience with connected vending technology.

• Exposure to smart cooler platforms, customer technical support, app-based equipment assistance, payment reader troubleshooting, and real-world connectivity challenges.