Customer Support Specialist

Position summary

The Customer Support Specialist (Tier One)  is the frontline support role responsible for handling inbound calls, texts, and support tickets as the #1 priority. This role delivers fast, friendly, accurate assistance to customers experiencing vending machine and payment-related issues, resolves common problems on the first contact whenever possible.

You will play a critical role in supporting our operators and internal operations, ensuring seamless, reliable day-to-day operations. The ideal candidate brings several years of experience in a call center or product support environment, a methodical and analytical approach to troubleshooting, strong attention to detail and a strong commitment to delivering high-quality customer support.

Experience in product or technical support is strongly preferred; familiarity with vending machines or credit card processing technologies is a plus, but not required. Comprehensive training will be provided on our bespoke products, which are built in alignment with industry standards across the unattended retail space.

If you are highly responsive, detail-driven, and take pride in maintaining professionalism under pressure while delivering exceptional customer experiences, this role is a strong fit.

Tier 1 — Key priorities (in order)
1. Inbound responsiveness: Answer and manage incoming calls, texts, and tickets within established service levels.
2. Customer-first resolution: Provide an excellent customer experience—clear communication, empathy, ownership, and follow-through.
3. Efficient, independent resolution: Resolve problems efficiently and independently where possible, using scripts, known fixes, and documented SOPs to drive first-contact (or fastest-possible) resolution.
4. Ticket ownership & accountability: Own tickets end-to-end—take responsibility for accurate troubleshooting, documentation, timely updates, and closure; remain accountable for outcomes and the quality of work delivered.
5. Escalate appropriately: Identify issues requiring advanced technical work or extended troubleshooting time and escalate to internal escalation channels with complete documentation (including steps taken, results, and any supporting evidence like photos/logs).


Core Responsibilities
Frontline Customer Support (Primary)
• Serve as the first point of contact for customers, responding promptly and professionally to inbound phone calls, SMS/text messages, voicemails, emails, and ticketing system requests across multiple queues.
• Gather and document key details efficiently, including customer and site information, machine ID, device type, symptoms, recent changes, and photos when available.
• Set clear expectations on timelines and next steps, providing consistent updates until resolution or escalation is complete.
• Represent the company with professionalism during phone calls, video meetings, and internal communications.

Tier 1 Troubleshooting & Resolution
• Perform standard remote troubleshooting and first-level resolution for common issues, including:
o Payment acceptance problems (card reader failures, tap/chip/swipe issues, declined transactions, intermittent connectivity)
o Device resets, reboots, basic configuration checks, and “known-good” recovery steps
o Basic machine health checks and common operational issues, as applicable
o Coin mechanisms, bill validators, and general vending machine configurations and faults
• Use internal knowledge bases, SOPs, and tools to ensure consistent, accurate troubleshooting.
• Confirm issue resolution with the customer and clearly document outcomes, steps taken, and resolutions in Zoho Desk and related systems.
Systems, Documentation & Internal Collaboration
• Maintain accurate, detailed records of all customer interactions in Zoho Desk, Zoho CRM, and warehouse databases.
• Work confidently across multiple software platforms, switching efficiently without sacrificing accuracy.
• Communicate effectively with internal teams—including Parts, Warehouse Production, Logistics, and Leadership—via Zoho Cliq, email, and phone to resolve issues and maintain operational continuity.
• Identify recurring issues, trends, or manufacturer-related concerns and collaborate with leadership to improve processes and tools.
• Use and contribute to the improvement of internal systems and resources, including 411vending.com.

Hands-On & Team Contributions
• Perform light mechanical and technical tasks when required, such as removing or replacing parts, locks, wiring components, or troubleshooting boards.
• Contribute positively to a collaborative, accountable, and team-focused work environment.