Job Description: Customer Support Specialist

Position Overview

Mashgin is seeking a remote, entry-level Customer Support Specialist to join our dynamic Support Team. In this role, you will become a product expert on Mashgin's innovative point-of-sale solutions, handling customer support tickets and calls from clients worldwide. You will play a crucial role in ensuring customer success by resolving issues efficiently and effectively. This position requires excellent customer support skills, technical troubleshooting abilities, and strong problem-solving capabilities. You will receive a weekly schedule and be responsible for managing the support ticket queue. If you are passionate about providing empathetic, white-glove service, this role is an excellent fit for you.

About Mashgin

At Mashgin, we've developed a groundbreaking point-of-sale experience powered by computer vision and AI, enabling near-instantaneous checkout. Our mission is to eliminate checkout lines and give people back their time. Our kiosks are currently deployed in thousands of locations globally, serving diverse environments from major sports stadiums and convenience stores to college campuses and corporate cafeterias. As a Series B startup with a decade of progress, we are profitable and poised for significant growth. We value autonomy, a relentless focus on customer experience, and a culture of respect and fun.

Responsibilities

• Diagnose and troubleshoot technical issues remotely.
• Manage customer issues from initiation to resolution in a fast-paced environment.
• Respond to customer escalations and inquiries related to Mashgin's hardware and software.
• Maintain expert-level knowledge of deployment systems and software.
• Utilize chat, email, and video conferencing to assist customers with deployment systems, software, and hardware issues.
• Review and resolve issues using support documentation.
• Become a product expert and a go-to resource for customers, clients, and internal team members.
• Occasionally travel (estimated 10%) to assist with the deployment and launch of new locations and provide customer support.

Minimum Qualifications

• Bachelor’s Degree or equivalent experience.
• Self-starter with the ability to work independently and effectively.
• Resourceful and adept at thinking creatively to solve complex problems.
• Strong communication skills.
• Prior IT Helpdesk experience.

Preferred Qualifications

• Experience using ServiceNow.
• Strong technical aptitude, including installing drivers, diagnosing system issues, and building PCs.
• Ability to lift 50 pounds or more.

What We Offer

• An opportunity to work on a small, multidisciplinary team with the potential to innovate across various industries.
• Excellent health, dental, and vision insurance for you and your dependents.
• 401k plan.
• Flexible Paid Time Off (PTO) policy.
• Competitive salary within a rapidly scaling company.

Application Instructions

• [Specific application instructions would typically go here, e.g., "Please submit your resume and a cover letter to [email protected]"]

Company Information

Mashgin is proud to be an equal opportunity employer. We consider all applicants for employment without regard 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: Mashgin has been made aware of fraudulent job postings and recruiting activities by malicious actors claiming to represent Mashgin. These schemes often involve requests for monetary contributions or payments from job seekers (e.g., for "start-up costs" or "equipment") or the collection of sensitive personal or banking information. These postings and offers are not authorized by Mashgin. Mashgin is not responsible for any fraudulent offers or requests for personal information or payments. Mashgin will never ask for any financial information upfront.