Vend Guys

IT Support

• Receive and respond to customer technical-support requests through approved channels
• Identify issue categories including machine offline, app access, activation, binding, demo mode, pending transactions, payment-reader issues, and connectivity concerns
• Gather customer, machine, location, timeline, screenshot, video, error-message, and troubleshooting information
• Determine whether issues involve the HaHa app, backend, physical machine, POS screen, Nayax/PAX reader, customer setup, or connectivity path
• Guide customers through approved first-line troubleshooting, including remote restarts, physical power cycles, and app checks
• Help customers monitor machine status and identify recurring offline blips or stuck transactions
• Assist with routine onboarding, app walkthroughs, product library setup, pricing, templates, inventory, machine management, and general app operation
• Advise customers on demo mode, machine binding, and approved setup procedures
• Send follow-up recaps and direct customers to training recordings, knowledge-base articles, and approved resources
• Collect connectivity details for Tier II evaluation, including connection type, facility network information, signal conditions, and requested evidence
• Help identify whether transaction issues appear on the HaHa or Nayax/MoMa side and gather transaction examples
• Escalate payment-reader, settlement, card-reader, integration, backend, vendor, connectivity-design, firmware, and other advanced issues to Tier II
• Communicate clearly and calmly, ask focused questions, explain steps in plain language, provide next steps, and keep customers informed
• Maintain ownership of customer communication during escalation
• Document symptoms, timelines, evidence, troubleshooting steps, results, issue status, and clean Tier II handoffs
• Follow approved Tier I procedures and avoid unsupported recommendations or decisions

Explore Tier I Technical Support Specialist – Smart Cooler Vending at Vend Guys. Review requirements and application details.