Tier I Technical Support Specialist – Smart Cooler Vending

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 15%

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 support 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-history details • Determine whether issues involve the HaHa app, HaHa backend, physical machine, POS screen, Nayax/PAX reader, customer setup, or connectivity path • Confirm whether the machine is deployed and expected to be operating • Document customer impact such as lost sales, facility complaints, failed transactions, repeated downtime, or installation delays • Guide customers through approved first-line troubleshooting • Confirm whether remote restart, physical power cycle, app check, or other approved steps were attempted • Explain basic support concepts in plain language • Help customers monitor machine availability after troubleshooting • Watch for recurring offline blips and transactions stuck in Processing or In Progress • Collect evidence before escalation • Assist with routine onboarding and setup using approved instructions • Explain app navigation, product library setup, pricing, templates, inventory, machine management, and general app operation • Prepare customers for app walkthroughs and technical-support meetings • Advise customers about demo-mode and machine-stocking procedures • Send follow-up recaps after onboarding or support calls • Direct customers to training recordings, knowledge-base articles, and approved support resources • Collect connectivity details for Tier II evaluation, including cellular, Wi-Fi, Ethernet, router, facility network, signal, and speed-test information • Help identify whether transaction issues appear on the HaHa or Nayax/MoMa side • Gather transaction dates, times, amounts, machine IDs, and supporting evidence • Escalate payment-reader, settlement, card-reader, Nayax/PAX, and integration issues beyond basic troubleshooting • Communicate clearly, professionally, and calmly with customers • Ask focused questions, explain next steps, follow up, and keep customers informed during escalations • Maintain ownership of customer communication while Tier II handles deeper diagnosis • Document symptoms, timelines, evidence, troubleshooting steps, results, resolution status, and clean handoffs to Tier II • Keep confirmed facts separate from assumptions • Recognize when issues require deeper diagnosis, backend access, vendor coordination, facility IT involvement, custom connectivity design, payment-reader integration troubleshooting, firmware/controller investigation, or other Tier II judgment

🎯 Requirements

• Strong customer-service and written-communication skills • Ability to read customer messages and identify the actual technical issue • Ability to ask focused clarifying questions • Ability to follow a troubleshooting checklist without skipping steps • Ability to document customer issues accurately and clearly • Comfortable working with support tickets, email, chat, screenshots, app status, and customer follow-up • Comfortable explaining 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 understand the difference between machine status, app status, backend status, POS behavior, and payment-reader behavior • Ability to stay calm and professional with frustrated customers • Ability to avoid guessing when unsure • Ability to recognize when an issue must be escalated to Vend Guys Tier II Technical Support • Strong attention to detail • Strong follow-up habits • Willingness to learn smart cooler vending technology, HaHa systems, Nayax/PAX payment-reader basics, connectivity workflows, and Vend Guys support procedures • Vending operations experience (helpful) • Smart cooler or unattended retail experience (helpful) • Customer technical-support experience (helpful) • POS or payment-reader support experience (helpful) • Basic networking experience (helpful) • Router, Wi-Fi, Ethernet, cellular, or SIM troubleshooting experience (helpful) • Help desk or ticket-based support experience (helpful) • Field-service coordination experience (helpful) • Experience working with non-technical customers (helpful) • Must be able to follow approved procedures instead of guessing • Must understand that Tier I gathers information and performs basic checks, while Tier II handles deeper technical diagnosis and solution design • Must not recommend equipment, connectivity architecture, payment-reader replacement, or backend changes without proper approval • Must escalate cleanly when the issue exceeds the documented Tier I process

🏖️ Benefits

• Opportunity to work with a growing smart cooler vending company • Hands-on experience with connected vending technology • Hands-on experience with smart cooler platforms • Hands-on experience with customer technical support • Hands-on experience with app-based equipment support • Hands-on experience with payment-reader troubleshooting • Hands-on experience with real-world connectivity support • Additional benefits will be discussed during the hiring process