Remote Customer Support Specialist

About the role

The Customer Support Specialist provides remote technical support for cash recycling machines, assisting both end users and field technicians. The role covers diagnosing and resolving equipment issues, guiding users through proper machine operation and supporting field technicians so problems are resolved quickly.

Key responsibilities

• Provide technical support by phone and email to end users and field technicians about cash recycling machine functionality.
• Diagnose and troubleshoot hardware and software issues remotely.
• Assist users with operational guidance and best practices for machine use.
• Support field technicians with technical information and troubleshooting steps.
• Document and track issues using help desk software and problem management systems.
• Follow established protocols and scripts to resolve common issues, escalate complex problems to the right internal teams, and work under direct supervision following standard operating procedures.

Required profile

• High school diploma or GED.
• 1-3 years of experience in a customer support or technical help desk role.
• Strong understanding of technical support principles and troubleshooting methods.
• Excellent verbal and written communication, strong customer service orientation and interpersonal skills.
• Ability to explain technical concepts clearly to users and technicians; analytical, problem-solving approach.
• Mechanically inclined with a basic understanding of hardware functionality.

Required skills

• Familiarity with help desk ticketing systems and documentation practices.

What we offer

• Pay of $19.35 per hour.
• 401(k) plan with a 2.5% base employer contribution and a 3% match up to 6% of contributions.
• Health, dental and vision insurance, plus virtual doctor and nurse line.
• Paid vacation, sick days and holidays, plus disability and employee assistance programs.
• Professional and education assistance, adoption assistance, annual bonus opportunity and internal promotion opportunities.