Customer Service

Customer Support Specialist I (Tier 1) handles inbound customer calls, text messages, emails, and support tickets to resolve vending machine, payment processing, and equipment-related issues. Responsibilities include diagnosing and resolving common technical and operational issues related to credit card readers, payment acceptance, device connectivity, coin/bill mechanisms, and vending functionality; maintaining ownership of tickets from initial contact through resolution; documenting troubleshooting steps in Zoho Desk/CRM and related systems; collaborating with Operations, Warehouse, Production, Logistics, and Leadership to resolve issues; contributing to process improvements and knowledge base development; and performing light mechanical tasks such as replacing parts, locks, wiring components, and basic hardware troubleshooting. Skills emphasized include strong communication, problem-solving, troubleshooting, multitasking across multiple software systems, documentation, time management, and familiarity with CRM/ticketing platforms (Zoho Desk, Zendesk, Salesforce), and basic mechanical/technical troubleshooting. Benefits include competitive pay, health/dental/vision, PTO, holidays, 401(k) with match, life insurance, EAP, and career growth opportunities. The role operates primarily in an office and customer support environment with frequent phone, email, text, and ticketing communications; occasional hands-on equipment troubleshooting may be required.