Tier I Technical Support Specialist – Smart Cooler Vending (Remote)

About the role

This fully remote position supports operators of smart‑cooler vending equipment in Czechia. As the first point of contact you will handle technical questions about connected machines, mobile apps, payment readers and basic connectivity, providing clear guidance and thorough documentation.

Key responsibilities

• Receive and triage support requests through approved channels, identify issue categories and gather detailed machine and customer information.
• Perform first‑line troubleshooting steps such as app checks, remote restarts, power cycles and connectivity tests, and monitor resolution outcomes.
• Assist customers with onboarding tasks, including app navigation, product library setup, pricing, inventory and machine management.
• Collect connectivity data (cellular, Wi‑Fi, Ethernet, router details) and transaction evidence to enable deeper investigations.
• Escalate complex cases to Tier II with complete, structured handoffs and maintain accurate support records throughout the process.

Required profile

• 1–3 years of experience in technical or customer support, help‑desk or field‑service coordination.
• Calm, patient and empathetic attitude when dealing with frustrated customers or operational disruptions.
• Strong organizational habits, attention to detail and ability to follow defined support processes.
• Willingness to learn smart‑cooler vending technology, payment‑reader fundamentals and IoT connectivity workflows.

Required skills

• Understanding of smart devices, mobile applications and web dashboards.
• Basic networking knowledge: Wi‑Fi, Ethernet, cellular connectivity, routers and SIM‑based connections.
• Experience with ticket‑based help‑desk systems and structured troubleshooting checklists.
• Familiarity with payment‑reader concepts and transaction troubleshooting.

What we offer

• Compensation ranging from $17 to $27 USD per hour.
• Fully remote, full‑time employment.
• Hands‑on exposure to IoT‑connected vending equipment, payment systems and real‑world technical support.
• Opportunities for professional development and skill growth in a fast‑growing sector.