Technical Support Specialist

Job Description

Job Description

Vendnovation provides web-based automated dispensing solutions to multiple industries for both asset
management/inventory control and selling of products. Our platform connects vending machines and
lockers to the cloud enabling companies to increase operating efficiencies, reduce shrink or increase
sales This allows many industries like EMS, Industrial PPE/MRO and IT Help Desk to secure supplies in
the machine and require employees to use their company ID to dispense items in the machine. The
items taken are then logged as transactions and can be tracked as well as reported on for accounting
and management purposes.
The Key to our success is providing excellent customer service and support both reactively and
proactively. As a technical support member, you are on the front-line actively listening, addressing any
problems, resolving them to the customers satisfaction and/or escalating them to a more senior
member to assist. As a face/voice of the company, thorough communication and problem-solving skills
are critical.
Job Duties Include:
● Answering incoming phone and emails responding to customer requests and problems
● Onboarding new customers providing the necessary information to ensure success
● Upload product and employee information into the system as part of new implementations
● Provide active online training to new and existing customers
● Help troubleshoot any issues the customer is having with the equipment deployed in the field to
determine if it is a hardware or software issue.
● Software testing to help identify and isolate any bugs in the system and communicate them to
senior management
● Suggest improvements to the system as enhancements to be developed
● Assist with support documentation for customer instruction.
● Proactive engagement with customer through process of resolving any issues to their
satisfaction.

Experience:
● Proficiency with Microsoft Office
● Experience with hardware and software integrated solutions
● 2 years’ experience providing technical support
● Understanding of networking requirements
● Programming experience a plus
● Very organized and good working with a team
● Documenting customer contact in a ticketing support system