Tier I Technical Support Specialist — Smart Cooler Vending

📋 Description

• Receive and respond to technical support requests through approved channels, identify the issue
• Capture machine IDs, models, locations, timelines, error messages, screenshots, videos
• Guide customers through approved first-line troubleshooting procedures and monitor issue resolution.
• Assist customers with onboarding, app navigation, and routine setup; provide follow-up summaries.
• Collect required information for deeper technical investigation, including connectivity details.
• Identify whether transaction issues originate in the app or payment ecosystem; gather evidence

🎯 Requirements

• 1–3 years of relevant experience in technical support, customer support, help desk, field-service
• Basic understanding of smart devices, mobile apps, web dashboards, connected equipment, Wi-Fi
• Ability to follow structured troubleshooting checklists and investigate symptoms methodically.
• Strong written and verbal communication skills with clarity for non-technical customers.
• Strong attention to detail and accurate documentation abilities.
• Calm, patient, professional, and empathetic customer mindset.

🎁 Benefits

• $17–$27 USD per hour.
• Fully remote position.
• Full-time opportunity.
• Professional development on smart cooler vending and IoT-connected equipment.
• Technical experience across mobile apps, POS/payment technologies, and escalation workflows.
• Additional details on schedule, classification, and benefits reviewed during hiring.