Tier I Technical Support Specialist - Smart Cooler Tech

Vend Guys

Berlin Township (NJ)

On-site

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Vend Guys is seeking a Tier I Technical Support Specialist to be the first line of help for smart cooler operators. You will onboard customers, guide basic troubleshooting, and capture details for escalation.

You will document issues clearly, monitor connectivity and payment-reader behavior, and hand off complex cases to Tier II. This role emphasizes organized, detail‑oriented problem solving and plain-language communication.

Qualifications

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.

Responsibilities

Receive and respond to customer technical-support requests through approved support channels.
Identify the issue category, such as machine offline or connectivity concerns.
Gather customer and device details (name, machine ID, location, timeline, screenshots).
Determine whether the issue involves the app, backend, machine, reader, or connectivity path.
Document customer impact and escalate when needed.