Technical Support

Summary

Join Mashgin's Support Team as a remote, entry-level product expert, handling customer support tickets and calls globally. You will be responsible for resolving customer issues, maintaining expert knowledge of deployment systems and software, and leveraging various communication channels to assist customers. This full-time role requires excellent customer support, technical troubleshooting, and problem-solving skills. Occasional travel (10%) is expected for new location deployments. The position offers a chance to work on a small, multidisciplinary team and make a significant impact. You will be a go-to resource for customers, clients, and internal team members.

Requirements

• 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

Responsibilities

• 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% travel is expected)

Preferred Qualifications

• Experience using ServiceNow
• 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

Benefits

• Excellent health, dental and vision insurance for you and your dependents
• 401k plan
• Flexible PTO policy
• Competitive salary in a small, rapidly scaling company