Remote Technical Support

Remote Position

Full-time

Job Description

This job posting has expired and no longer accepting applications.

About Mashgin

At Mashgin, we are developing the future of checkout experiences. We aim to reduce the friction between customer desires and their ability to be on their way.

In May 2022, Mashgin closed a Series B funding round at a $1.5B valuation. We are backed by some of Silicon Valley’s leading investors including Matrix Partners, NEA and Y Combinator. Our ecosystem is anchored by the only 3D computer vision and deep learning based checkout system in the world. We have 2,000+ locations world wide with customers across a wide spectrum of verticals including the NFL, MLB, Circle K, ampm, Aramark and Compass Group.

We value autonomy of ones work, a culture of respect for one another, and building products with empathy for our customers.

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% or less 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 Zendesk

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.

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