Tier I Technical Support Specialist – Smart Cooler Vending

About the role

This fully remote position supports operators of smart cooler vending equipment across the United Arab Emirates. As the first point of contact, you will handle technical questions related to connected machines, mobile applications, payment readers, and basic connectivity.

Key responsibilities

• Receive and triage support requests through approved channels, identifying issue categories.
• Document machine details, error messages, screenshots, and customer impact.
• Guide customers through first‑line troubleshooting steps such as app checks, remote restarts, and power cycles.
• Assist with onboarding tasks including app navigation, inventory setup, and pricing configuration.
• Gather connectivity information (cellular, Wi‑Fi, Ethernet) and relevant diagnostics for deeper investigation.
• Support payment and transaction queries, collecting necessary evidence before escalation.
• Provide clean handoffs to Tier II technical teams when advanced diagnosis is required.

Required profile

• Highly organized and detail‑oriented.
• Technically curious with a strong customer‑focus.
• Comfortable following defined support processes and documentation standards.
• Effective written and verbal communication skills.

Required skills

• Hardware and software troubleshooting.
• Basic networking knowledge (cellular, Wi‑Fi, Ethernet).
• Mobile application support.
• Understanding of payment‑terminal operations.

What we offer

• Hands‑on experience with smart vending technology and connected devices.
• Opportunity to develop expertise in payment systems and remote technical support.