Customer Support Specialist

Naturals2Go Holdings, LLC•Savannah, GA

7d•Hybrid

About The Position

We are a growing technology company serving the unattended retail and vending industry. Our solutions help operators manage payment systems, vending equipment, and day-to-day operations more efficiently. We are committed to delivering exceptional customer experiences through responsive support, innovative products, and a collaborative team environment. We are seeking a Customer Support Specialist I (Tier 1) to join our customer support team. This role serves as the first point of contact for customers experiencing vending machine, payment processing, and equipment-related issues. The ideal candidate is customer-focused, detail-oriented, and skilled at troubleshooting problems while maintaining a professional and positive attitude. The Customer Support Specialist I is responsible for handling inbound customer calls, text messages, emails, and support tickets. You will provide timely, accurate assistance, resolve common technical and operational issues, and ensure customers receive outstanding service throughout the support process. Success in this role requires strong communication skills, problem-solving abilities, attention to detail, and a commitment to delivering exceptional customer experiences.

Requirements

2+ years of customer service, call center, help desk, technical support, or product support experience.
Strong verbal and written communication skills.
Excellent problem-solving and troubleshooting abilities.
Ability to multitask across multiple software systems while maintaining accuracy.
Strong organizational skills and attention to detail.
Ability to work independently and manage competing priorities.

Nice To Haves

Experience in technical support, product support, or SaaS support environments.
Familiarity with vending equipment, unattended retail technology, or payment processing systems.
Experience using CRM or ticketing platforms such as Zoho Desk, Zendesk, Salesforce, or similar systems.
Basic mechanical or technical troubleshooting experience.

Responsibilities

Respond promptly to inbound phone calls, text messages, emails, voicemails, and support tickets.
Serve as the primary point of contact for customer inquiries and technical support requests.
Provide clear communication, professional service, and timely follow-up throughout the resolution process.
Set accurate expectations regarding timelines, next steps, and issue resolution.
Diagnose and resolve common customer issues related to: Credit card readers and payment acceptance systems, Tap, chip, and swipe payment transactions, Device connectivity and communication issues, Equipment resets and basic configuration adjustments, Coin mechanisms, bill validators, and vending machine functionality.
Utilize internal knowledge bases, standard operating procedures, and support tools to efficiently resolve issues.
Confirm successful resolution with customers and document outcomes thoroughly.
Maintain ownership of support tickets from initial contact through resolution.
Accurately document troubleshooting steps, findings, and resolutions within company systems.
Prioritize workload to meet service-level expectations and response times.
Escalate complex issues to advanced support teams with complete documentation and supporting information.
Maintain accurate records within Zoho Desk, Zoho CRM, and related systems.
Collaborate with Operations, Warehouse, Production, Logistics, and Leadership teams to resolve customer issues.
Identify recurring problems and communicate trends to management.
Contribute to process improvements and knowledge base development.
Perform light technical and mechanical tasks as needed, including replacing parts, locks, wiring components, and basic hardware troubleshooting.
Support team initiatives and contribute to a positive, collaborative work environment.