Tier I Technical Support Specialist – Smart Cooler Vending

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $17 - $23 / hour

⏱ Part Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Vend Guys

WebsiteLinkedInAll Job Openings

1 - 10 employees

📦 Logistics

📣 Marketing

🍽️ Food & Beverage

Logistics • Marketing • Food & Beverage

Vend Guys is a U. S. -based vending machine retailer and operator-services company that sells beverage, snack, and combo vending machines, cashless payment receivers, parts, and related components. They provide online storefront eCommerce, nationwide shipping from New Jersey, and operator-focused services such as managed storage, machine relocation, inventory and software guidance, and partnerships with VMS and cashless/EMV payment providers to enable smart, cashless vending solutions.

📋 Description

• Receive and respond to customer technical-support requests through approved channels • Identify issue categories including machine offline, app access, activation, binding, demo mode, pending transactions, payment-reader issues, and connectivity concerns • Gather customer, machine, location, timeline, screenshot, video, error-message, and troubleshooting information • Determine whether issues involve the HaHa app, backend, physical machine, POS screen, Nayax/PAX reader, customer setup, or connectivity path • Guide customers through approved first-line troubleshooting, including remote restarts, physical power cycles, and app checks • Help customers monitor machine status and identify recurring offline blips or stuck transactions • Assist with routine onboarding, app walkthroughs, product library setup, pricing, templates, inventory, machine management, and general app operation • Advise customers on demo mode, machine binding, and approved setup procedures • Send follow-up recaps and direct customers to training recordings, knowledge-base articles, and approved resources • Collect connectivity details for Tier II evaluation, including connection type, facility network information, signal conditions, and requested evidence • Help identify whether transaction issues appear on the HaHa or Nayax/MoMa side and gather transaction examples • Escalate payment-reader, settlement, card-reader, integration, backend, vendor, connectivity-design, firmware, and other advanced issues to Tier II • Communicate clearly and calmly, ask focused questions, explain steps in plain language, provide next steps, and keep customers informed • Maintain ownership of customer communication during escalation • Document symptoms, timelines, evidence, troubleshooting steps, results, issue status, and clean Tier II handoffs • Follow approved Tier I procedures and avoid unsupported recommendations or decisions

🎯 Requirements

• Must own and operate a Haha Smart Cooler; proof is required • Strong customer-service and written-communication skills • Ability to identify the actual technical issue from customer messages • Ability to ask focused clarifying questions • Ability to follow troubleshooting checklists without skipping steps • Ability to document customer issues accurately and clearly • Experience with support tickets, email, chat, screenshots, app status, and customer follow-up • Ability to explain technical steps in plain language to non-technical customers • Basic understanding of smart devices, mobile apps, web dashboards, and connected equipment • Basic understanding of Wi-Fi, Ethernet, cellular connectivity, routers, and SIM cards • Ability to distinguish machine status, app status, backend status, POS behavior, and payment-reader behavior • Ability to stay calm and professional with frustrated customers • Ability to recognize when issues must be escalated to Tier II Technical Support • Strong attention to detail and follow-up habits • Willingness to learn smart cooler vending technology, HaHa systems, Nayax/PAX payment-reader basics, connectivity workflows, and Vend Guys support procedures • Helpful experience includes vending operations, smart cooler or unattended retail, customer technical support, POS or payment-reader support, basic networking, router/Wi-Fi/Ethernet/cellular/SIM troubleshooting, help desk or ticket-based support, field-service coordination, and working with non-technical customers • Must follow approved procedures instead of guessing • Must understand Tier I/Tier II role boundaries and escalate issues beyond the documented Tier I process

🏖️ Benefits

• Opportunity to work with a growing smart cooler vending company • Hands-on experience with connected vending technology • Experience with smart cooler platforms, customer technical support, app-based equipment support, payment-reader troubleshooting, and real-world connectivity support