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, including app checks
• Assist customers with routine setup, onboarding, app navigation, product libraries, pricing
• Collect information for deeper technical investigation, including connectivity types, facility IT
• Identify whether transaction issues originate in the application or payment ecosystem; gather

🎯 Requirements

• 1–3 years of relevant experience in technical support, customer support, help desk, field-service
• Basic understanding of smart devices, mobile applications, web dashboards, connected equipment
• Ability to follow structured troubleshooting checklists and recognize different issue types.
• Strong written and verbal communication skills; ability to explain technical steps in simple
• Strong attention to detail for accurate documentation and records.
• Calm, patient, empathetic mindset when supporting customers.

🎁 Benefits

• Compensation: $17–$27 USD per hour
• Fully remote position
• Full-time opportunity
• Hands-on exposure to smart cooler vending technology, connected equipment, app-based platforms
• Development experience in technical support, IoT-connected devices, mobile apps, and escalation