Job Title: Technical Customer Support Representative (Vending Machines)
Department: Operations
Reports To: Elinore
Job Summary:
The Technical Customer Support Representative is responsible for providing reliable and efficient support to customers, primarily via phone, with some support handled through email. This role requires strong listening skills, clear communication, and the ability to diagnose and resolve technical issues related to products, orders, and usage.
The ideal candidate is methodical, calm, and confident in explaining technical information in plain language. This role is transactional in nature and focuses on problem-solving, accuracy, and knowing when to escalate issues appropriately.
Key Responsibilities:
Customer Support & Communication
Provide customer support primarily via phone, with additional support via email
Listen carefully to customer concerns to accurately understand the issue before troubleshooting
Ask clear, relevant questions to diagnose problems efficiently
Explain solutions, processes, and next steps in a straightforward, easy-to-understand manner
Maintain a professional, neutral tone in all customer interactions
Technical Troubleshooting
Troubleshoot product-related issues, usage concerns, and basic technical problems
Identify root causes and apply appropriate solutions based on documented processes
Follow established troubleshooting steps while adapting to the specific issue presented
Document issues, resolutions, and outcomes accurately in internal systems
Escalation & Issue Management
Recognize when an issue cannot be resolved at the frontline level
Escalate issues appropriately based on severity, technical complexity, or policy guidelines
Provide clear, complete documentation when escalating to ensure efficient resolutionFollow up on escalated cases as required
Process Adherence
Follow company policies, procedures, and support workflows consistently
Use internal tools and resources to track interactions and resolutions
Identify recurring issues and flag them for leadership or technical teams when appropriate
Required Qualifications:
Strong listening and comprehension skills
Clear, concise verbal and written communication
High level of comfort supporting customers over the phone
Strong troubleshooting and problem-solving abilities
Ability to explain technical concepts in simple, direct language
Good judgment regarding when to resolve independently vs. escalate
Attention to detail and accuracy in documentation
Comfortable working in a structured, process-driven environment
Preferred Qualifications:
Prior experience in technical customer support or call-center support
Experience supporting hardware, devices, or consumer products
Familiarity with ticketing systems or CRM tools
Ability to manage multiple issues while maintaining focus and accuracy
Key Competencies:
Customer Focus: Committed to delivering excellent support with empathy and professionalism.
Technical Aptitude: Quickly understands products and troubleshooting processes.
Clear Communication: Explains technical information clearly and effectively.
Problem Solving: Diagnoses issues and applies practical solutions efficiently.
Attention to Detail: Maintains accurate documentation and consistently follows procedures.
Judgment & Escalation: Knows when to resolve issues independently and when to escalate.
Adaptability: Remains calm under pressure and adjusts to changing situations.
Self-Motivation: Thrives in a structured remote environment with minimal supervision.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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