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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer technical support, including troubleshooting smart devices and payment readers, while effectively communicating technical information to non-technical customers. Proficient in documenting issues and following established procedures for Tier I support.
Highest-signal resume keywords
Customer Technical SupportTroubleshooting Smart DevicesWritten Communication SkillsIssue DocumentationConnectivity Understanding
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Must own and operate a Haha Smart Cooler; proof is required
- Strong customer-service and written-communication skills
- Ability to identify the actual technical issue from customer messages
- Ability to ask focused clarifying questions
- Ability to follow troubleshooting checklists without skipping steps
- Ability to document customer issues accurately and clearly
- Experience with support tickets, email, chat, screenshots, app status, and customer follow-up
- Ability to explain technical steps in plain language to non-technical customers
- Basic understanding of smart devices, mobile apps, web dashboards, and connected equipment
- Basic understanding of Wi-Fi, Ethernet, cellular connectivity, routers, and SIM cards
- Ability to distinguish machine status, app status, backend status, POS behavior, and payment-reader behavior
- Ability to stay calm and professional with frustrated customers
- Ability to recognize when issues must be escalated to Tier II Technical Support
- Strong attention to detail and follow-up habits
- Willingness to learn smart cooler vending technology, HaHa systems, Nayax/PAX payment-reader basics, connectivity workflows, and Vend Guys support procedures
- Helpful experience includes vending operations, smart cooler or unattended retail, customer technical support, POS or payment-reader support, basic networking, router/Wi-Fi/Ethernet/cellular/SIM troubleshooting, help desk or ticket-based support, field-service coordination, and working with non-technical customers
- Must follow approved procedures instead of guessing
- Must understand Tier I/Tier II role boundaries and escalate issues beyond the documented Tier I process
Benefits
Comp & perks- Opportunity to work with a growing smart cooler vending company
- Hands-on experience with connected vending technology
- Experience with smart cooler platforms, customer technical support, app-based equipment support, payment-reader troubleshooting, and real-world connectivity support
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting ChecklistsSmart Device OperationPayment Reader SupportWi-Fi TroubleshootingEthernet ConnectivityMobile App UnderstandingBackend Status IdentificationPOS Behavior AnalysisTicket-Based Support ExperienceField-Service Coordination
Soft Skills
Customer ServiceAttention to DetailCalm Under PressureFocused QuestioningProfessional Communication
Tools & Technologies
HaHa Smart CoolerNayax Payment ReaderPAX Payment ReaderWeb DashboardsKnowledge Base Articles
Industry Keywords
Unattended RetailVending OperationsTechnical Support ProceduresTier I SupportTier II Escalation