Tier I Technical Support Specialist — Smart Cooler Vending
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JobgetherTechnical Support
PolandFull-TimeEntry
Salary17 - 27 USD per hour
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Job Details
- Experience
- 1–3 years
- Required Skills
- IoTNetworkingTroubleshootingTechnical supportCustomer support
Requirements
- 1–3 years of experience in technical support, help desk, or field-service coordination.
- Basic understanding of smart devices, mobile applications, and web dashboards.
- Knowledge of networking fundamentals including Wi-Fi, Ethernet, and cellular/SIM connectivity.
- Ability to follow structured troubleshooting checklists methodically.
- Strong written and verbal communication skills for technical and non-technical audiences.
- High attention to detail for documentation and evidence gathering.
- Patient and professional customer service mindset in high-pressure situations.
- Good judgment regarding when to escalate issues beyond Tier I scope.
- Strong organizational skills for managing support tickets and case data.
- Technical curiosity regarding connected equipment platforms and payment technologies.
Responsibilities
- Respond to technical support requests via approved channels.
- Capture and document machine IDs, error codes, and troubleshooting history.
- Guide customers through first-line procedures including restarts and connectivity checks.
- Assist with customer onboarding, app navigation, and product library management.
- Gather technical data for deeper investigation regarding connectivity and transaction issues.
- Maintain accurate records of all troubleshooting steps and customer interactions.
- Escalate issues to Tier II with structured handoffs when approved processes are exhausted.
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