Remote Technical Support
Job Summary
Job Description
Mashgin is seeking a Remote Technical Support specialist for an entry-level position. The role involves becoming a product expert and handling customer support tickets and calls globally. Key responsibilities include diagnosing and troubleshooting technical issues remotely, managing customer issues from start to finish, responding to escalations, maintaining expert knowledge of deployment systems and software, and assisting customers via chat, email, and video conferencing. The role requires reviewing support documents, becoming a product expert, and occasionally traveling to assist with new location deployments. Excellent customer support skills, technical troubleshooting, and problem-solving abilities are critical for this full-time, remote role.
Must have:
- Bachelor’s Degree or equivalent experience
- Self-starter with minimal assistance
- Resourceful problem-solver
- Strong communication skills
- Prior IT Helpdesk experience
Good to have:
- Experience using ServiceNow
- Strong technical ability (drivers, system diagnosis, PC building)
- Ability to lift 50 pounds or more
Perks:
- Opportunity to work on a small, multidisciplinary team
- Excellent health, dental, and vision insurance
- 401k plan
- Flexible PTO policy
- Competitive salary
5 skills required
Job Details
About Mashgin
At Mashgin, we have developed a successful and innovative point-of-sale experience that uses computer vision and AI to make checkout nearly instantaneous. Our mission is to eliminate checkout lines so people can get back to their lives.
Our kiosks are currently serving customers in thousands of locations around the world, from major sports stadiums to convenience stores, from college campuses to corporate cafeterias. We are a series B startup with 10 years of progress, and we’re already profitable. And we’re just getting started.
We value autonomy of work, a relentless obsession with customer experience (both our customers and their end-customers), and a culture of respect and fun.
Position Summary
This is a remote, entry-level position on our Support Team where you will be responsible for becoming a product expert on Mashgin's offerings, and handling customer support tickets and calls from our clients all over the world. You will be serving a key role ensuring that issues are resolved and customers are successful with Mashgin. Excellent customer support skills, technical troubleshooting skills, and problem solving are critical to this role.
This is a full time, remote working role where you will receive a weekly schedule and be responsible for resolving support tickets in the queue. If you feel passionate about having empathy and white glove service for customer support, then this role would be a good fit for you!
You Will Be
- Diagnosing and troubleshooting technical issues remotely
- Taking charge of customer issues from beginning to end - while working in a dynamic and fast-paced environment
- Responding to customer escalations and inquiries related to Mashgin's hardware and software
- Maintaining a subject-matter expert level of knowledge of deployment systems and software
- Leveraging chat, email, and video conferencing to help our customers with deployment systems, software, and hardware issues
- Reviewing and resolving issues by utilizing support documents
- Becoming a product expert - you'll be a go-to resource for both customers, clients, and internal team members
- Occasionally traveling the country to help deploy and launch new locations and help customers (10% travel is expected)
Minimum Qualifications
- Bachelor’s Degree (or equivalent experience)
- Self-starter who is comfortable getting the job done without much assistance.
- Relentlessly resourceful, always thinking outside the box to solve complex problems.
- Strong communication skills.
- Prior IT Helpdesk experience
Preferred Qualifications
- Experience using ServiceNow
- Strong technical ability: you should be comfortable doing things like installing drivers, diagnosing system issues, and building PCs using off-the-shelf components.
- Ability to lift 50 pounds or more.
What We Offer
- An opportunity to work on a small, multidisciplinary team with the potential to break new ground in many different industries
- Excellent health, dental and vision insurance for you and your dependents
- 401k plan
- Flexible PTO policy
- Competitive salary in a small, rapidly scaling company
Mashgin is proud to be an equal opportunity employer. Individuals seeking employment at Mashgin are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.
Notice on fraudulent jobs
We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by bad actors, claiming to represent Mashgin. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for "start up costs" or "equipment"), or seek to collect sensitive personal or banking information from job seekers. These job postings and offers are not authorized by Mashgin, and Mashgin is not responsible for fraudulent offers or requests for personal information or payments. Mashgin will never ask for any financial commitment or contribution from a candidate at any stage of the recruitment process. Candidates who have questions about the validity of Mashgin job postings or offers should consult the job postings on our mashgin.com career site. If you think you've been scammed, please reference this site for more information.
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