Vending Tier II Inside Support

Vending Tier II Technician Inside Support

Help the world buy it and go

Cantaloupe is a FinTech company that is constantly evolving the way companies across the globe manage, optimize, and automate the critical decisions made on a daily basis. We are committed to helping businesses grow smarter, better, and faster than ever before. Our vision is to ultimately help the world buy it and go.

Candidates: Someone with either strong comprehension of Cantaloupe systems and the ability to utilize the Apps in troubleshooting (Internal hire) or someone with unique industry knowledge of our hardware and installation and on-site troubleshooting of the devices from extensive fieldwork (outside hire).

Responsibilities:

• Support the Tier 1 team through internal communication systems (Slack, Salesforce, or Teams/video meetings) by guiding and educating to one-call resolutions; attend development meetings to represent the "Customer Side" in QA, and ask questions from the perspective of a tester and a user.
• Support customers on advanced troubleshooting that requires deeper knowledge of our internal systems as well as machine-based requirements and setups necessary for a device to work on a particular machine.
• One-on-one assistance to Tier 1 through Focused Shifts.
• Continuing education needs - Creation of training documents on Tier 2 level topics to share and train fellow Tier 2 teammates.
• Continuing education needs - Creation and delivery of Tier 1 Continuing Education needs as determined by management.
• Working with QA and Product teams to identify bugs or areas for improvement and assist in pushing issues through to resolution.
• Offering Training Modules on system troubleshooting or installation to customers as determined needed and justified through Account Management and/or SMB and OEM Teams.
• Travel on location to assist with Installation projects when they fit education needs.
• Travel on location to assist in live customer training as deemed justified for the expense.
• Continue to identify areas of improvement in our systems and submit JIRA tickets to push the requests through to completion.

Requirements:

• 1.5 years of working in Technical or Device Hardware Support or at least 2+ years working in the Vending/Unattended Marketplace as a Field/Repair Tech, Service Tech.
• Must have strong communication skills and be service driven.
• Must have the ability to work remotely.
• Experience with any of the above-mentioned software systems a plus.

Why choose Cantaloupe:

We offer competitive benefits not just limited to compensation but also offer:

• Medical, Dental, & Vision Benefits coverage, plus additional benefits (Life Assistance Program, Financial Wellness, and Nutritional Counseling)
• 401(K) with employer match effective upon the first day of employment
• 18 days PTO + (9) Observed Company Holidays
• Tuition Reimbursement