Customer Support Specialist

Customer Support Specialist I (Tier 1)

Job Type: Full-Time Location: Savannah - Hybrid Pay: $47,500

We are a growing technology company serving the unattended retail and vending industry. Our solutions help operators manage payment systems, vending equipment, and day-to-day operations more efficiently. We are committed to delivering exceptional customer experiences through responsive support, innovative products, and a collaborative team environment.

We are seeking a Customer Support Specialist I (Tier 1) to join our customer support team. This role serves as the first point of contact for customers experiencing vending machine, payment processing, and equipment-related issues. The ideal candidate is customer-focused, detail-oriented, and skilled at troubleshooting problems while maintaining a professional and positive attitude.

Position Summary

The Customer Support Specialist I is responsible for handling inbound customer calls, text messages, emails, and support tickets. You will provide timely, accurate assistance, resolve common technical and operational issues, and ensure customers receive outstanding service throughout the support process.

Success in this role requires strong communication skills, problem-solving abilities, attention to detail, and a commitment to delivering exceptional customer experiences.

Key Responsibilities

Customer Support

• Respond promptly to inbound phone calls, text messages, emails, voicemails, and support tickets.
• Serve as the primary point of contact for customer inquiries and technical support requests.
• Provide clear communication, professional service, and timely follow-up throughout the resolution process.
• Set accurate expectations regarding timelines, next steps, and issue resolution.

Troubleshooting & Problem Resolution

• Diagnose and resolve common customer issues related to:
• Credit card readers and payment acceptance systems
• Tap, chip, and swipe payment transactions
• Device connectivity and communication issues
• Equipment resets and basic configuration adjustments
• Coin mechanisms, bill validators, and vending machine functionality
• Utilize internal knowledge bases, standard operating procedures, and support tools to efficiently resolve issues.
• Confirm successful resolution with customers and document outcomes thoroughly.

Ticket Management

• Maintain ownership of support tickets from initial contact through resolution.
• Accurately document troubleshooting steps, findings, and resolutions within company systems.
• Prioritize workload to meet service-level expectations and response times.
• Escalate complex issues to advanced support teams with complete documentation and supporting information.

Documentation & Collaboration

• Maintain accurate records within Zoho Desk, Zoho CRM, and related systems.
• Collaborate with Operations, Warehouse, Production, Logistics, and Leadership teams to resolve customer issues.
• Identify recurring problems and communicate trends to management.
• Contribute to process improvements and knowledge base development.

Additional Responsibilities

• Perform light technical and mechanical tasks as needed, including replacing parts, locks, wiring components, and basic hardware troubleshooting.
• Support team initiatives and contribute to a positive, collaborative work environment.

Qualifications

Required

• 2+ years of customer service, call center, help desk, technical support, or product support experience.
• Strong verbal and written communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to multitask across multiple software systems while maintaining accuracy.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage competing priorities.

Preferred

• Experience in technical support, product support, or SaaS support environments.
• Familiarity with vending equipment, unattended retail technology, or payment processing systems.
• Experience using CRM or ticketing platforms such as Zoho Desk, Zendesk, Salesforce, or similar systems.
• Basic mechanical or technical troubleshooting experience.

Skills

• Customer Service
• Technical Troubleshooting
• Call Center Support
• Ticket Management
• Problem Solving
• Documentation
• Time Management
• Communication
• CRM Systems
• Microsoft Office / Google Workspace

Benefits

We offer a competitive benefits package, including:

• Competitive pay
• Health, dental, and vision insurance
• Paid time off (PTO)
• Paid holidays
• 401(k) with company match
• Life insurance
• Employee assistance program (EAP)
• Ongoing training and professional development
• Career growth opportunities
• Supportive and collaborative team environment

Work Environment

This position primarily operates in an office and customer support environment and requires frequent communication by phone, email, text, and ticketing systems. Occasional hands-on equipment troubleshooting may be required.

Equal Opportunity Employer

We are an Equal Opportunity Employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic.