Tier I Technical Support Specialist — Smart Cooler Vending

Vend Guys is looking for a Tier I Technical Support Specialist to serve as the first layer of technical support for smart cooler vending operators. This is a technical support position, not a sales role. The Tier I Technical Support Specialist will help customers with smart cooler onboarding, basic troubleshooting, machine-status issues, app-related questions, payment-reader concerns, connectivity symptoms, and customer follow-up. This role is best suited for someone who is organized, detail-oriented, technically curious, and able to follow a structured support process. Tier I is not expected to engineer advanced connectivity solutions or make final technical decisions on routers, SIM cards, antennas, network architecture, backend issues, or payment-reader integrations. The role is to gather the right information, perform approved first-line troubleshooting, document the issue clearly, and escalate to Vend Guys Tier II Technical Support when deeper technical judgment is required. Key Responsibilities: Customer Support Intake - Receive and respond to customer technical-support requests through approved support channels. - Identify the issue category, such as machine offline, app access, activation, binding, demo mode, pending transactions, payment-reader issues, or connectivity concerns. - Gather the customer name, machine ID, machine model, location, issue timeline, screenshots, videos, error messages, and troubleshooting history. - Determine whether the issue appears to 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. Basic Troubleshooting - Guide customers through approved first-line troubleshooting steps. - Confirm whether a remote restart, physical power cycle, app check, or other approved step has already been attempted. - Explain basic support concepts in plain language, such as why a remote restart cannot reach a machine that is truly offline. - Help customers monitor whether a machine stays online after troubleshooting. - Watch for recurring offline “blips” or transactions stuck in “Processing” or “In Progress.” - Collect screenshots, photos, videos, transaction examples, and support evidence before escalation. Onboarding Support - Assist customers with routine onboarding and setup support using approved instructions. - Help customers prepare for app walkthroughs or technical-support meetings. - Explain basic app navigation, product library setup, pricing, templates, inventory, machine management, and general app operation. - Explain when product/template work can be done in the app while machine binding or demo mode is still being completed. - Advise customers not to physically stock or open the machine until demo mode is cleared at the app level. - Send follow-up…