Tier I Technical Support Specialist – Smart Cooler Vending
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Job Description
Tier I support specialist helping Vend Guys’ smart cooler vending operators with onboarding, app, connectivity, and payment troubleshooting. Gathering evidence, documenting issues, and escalating complex diagnoses.
Responsibilities:
- 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
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