Solon, OH

Support Jobs in Solon, OH

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Technical Support Specialist

BIRD TECHNOLOGIES GROUP INC Solon, OH

Solon, OH

Today

$28 - $39/hr Full time Business Systems Customer Service Customer Support

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Job Description

The Technical Support Specialist provides first-line technical help to Bird customers, distributors, and internal sales through phone, email, and Zendesk.

Responsibilities

Answer inbound product-support phone calls and respond to technical questions from customers, distributors, and sales representatives.
Own the Zendesk support queue: open and categorize tickets, prioritize work, respond, update records, follow up, and close cases within established service expectations.
Deliver first-level troubleshooting for product setup, configuration, operation, basic RF measurements, accessories, and common application questions.
Guide customers through published specifications, user manuals, FAQs, product selection resources, and standard troubleshooting steps.
Identify issues that require advanced engineering, quality, repair, or calibration support; collect diagnostic information and escalate with complete case documentation.
Coordinate with Staff Applications Engineering, Customer Service, Service/Calibration, and Quality to resolve routine customer issues and communicate status.
Track and document case details including categories, resolutions, product trends, and recurring questions; help recommend updates to FAQs and knowledge-base articles.
Maintain consistent response and follow-up practices, including proper handoffs and customer communication until cases are resolved.
Provide basic product-use guidance and routine order-related technical clarification; route strategic applications and complex solution design to senior staff.
Support Bird Family Values: Trust, Innovation, Teamwork, Achievement, and Accountability.

Requirements

Associate degree in electronics/electrical engineering technology (or related technical education, military, or equivalent hands-on experience).
Strong telephone-based customer service, with active listening and clear written communication skills.
Ability to learn technical products quickly, follow troubleshooting processes, and explain routine technical information to customers.
Comfort working in a high-volume, ticket-driven support environment, with strong organization, documentation, and follow-through.
Basic electrical/electronics knowledge, including fundamental measurements and terminology; relevant technical training or experience.
Ability to use Microsoft Office and learn Zendesk, ERP systems, and internal product information resources.
Sound judgment on troubleshooting limits and timely escalation of complex or safety-sensitive issues.

Technologies

Zendesk
Microsoft Office
ERP systems

Knowledge and Skills Desired

Experience in a technical call center, help desk, customer technical support, or electronics troubleshooting.
RF fundamentals familiarity, including equipment such as power meters, sensors, spectrum analyzers, or network analyzers.
Experience with Zendesk (or similar ticketing platforms) and knowledge-base documentation.

Essential Job Functions

Use phone and computer throughout the shift.
Communicate clearly and review technical documentation.
Operate basic test equipment when trained.
Maintain routine business-hours support coverage.

Location: Solon, OH (onsite)

Compensation: USD 28 - 39 per hourly

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Today

Vending Technical Support Specialist, Hardware & Payments

VTM Vending LLC Solon, OH

Solon, OH

Today

$25 - $35/hr Full time Android Support Application Support Customer Support

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Job Description

VTM Vending LLC is hiring a Technical Support Specialist (Hardware & Payments) to help keep unattended retail machines running reliably. In this hybrid setup based in Solon, OH, you will remotely diagnose and resolve escalated hardware, connectivity, and cashless payment issues, partnering with internal teams until the customer confirms the machine is back in working order.

You will act as the technical owner for escalations that progress from Tier 1 through resolution, guiding operators through remote checks, troubleshooting Android boards and vending app behavior, and verifying Nayax payment terminal connectivity and transaction outcomes.

What you’ll do

Own escalated hardware, connectivity, and payment tickets from Tier 1 through to resolution, including root cause and follow-up, until the customer confirms the machine is running.
Guide operators through on-site checks by phone or video, helping them inspect, reseat, measure, or photograph components so the fault is isolated before a part ships.
Diagnose machine hardware faults remotely, including power supplies, wiring and connectors, vend motors, sensors, locks, and dispensing mechanisms, and determine whether the issue is hardware, connectivity, or software before dispatching parts.
Troubleshoot Android boards and the machine application remotely, including firmware and app updates, permissions, logs, resets, and peripherals paired over USB, serial, or Bluetooth.
Troubleshoot Nayax and other cashless payment terminals, including pairing with the machine, configuration issues, declined or unsettled transactions, and Wi-Fi and cellular SIM connectivity.
Spot recurring hardware failures across tickets and report patterns with evidence to the product team and manufacturing partner.
Serve as a hardware resource for Tier 1 agents by coaching a troubleshooting approach instead of taking over tickets.
Maintain Intercom macros, saved replies, and knowledge base articles to ensure recurring hardware issues are handled correctly at Tier 1.
Review and improve AI-agent and chatbot responses related to hardware and payments by flagging incorrect answers or cases where automation should escalate.
Document issues, resolutions, and diagnostic steps in the ticketing system so another agent can continue the work without calling you.
Support new machine setup, configuration, and first-boot issues remotely.

Requirements

2+ years of technical support experience (phone, chat, or remote) where hardware or connected devices were a core part of the work.
Experience walking a non-technical customer through remote hardware diagnosis and isolating the fault to a specific component or cause.

Technologies you’ll work with

Intercom, Cntrl, Zendesk, Android
ADB, logcat, USB, serial, Bluetooth
Wi-Fi, cellular/SIM connectivity, IP configuration
Google Workspace, Microsoft Office
AI-agent, chatbot

Benefits

Health insurance
Dental insurance
Vision insurance
Paid time off
Paid holidays
Life insurance

Strongly preferred

Experience with Android devices or embedded Android boards, including logs, ADB, and app installs.
Experience with Nayax, PayRange, or other cashless payment terminals or vending telemetry.

Preferred

1+ year handling escalated or Tier 2 level issues.
Experience writing troubleshooting guides or coaching other support agents.

Work environment and schedule

Location: Solon, OH (hybrid); in-office at the Solon, OH location, with support work performed remotely.
Full-time, 40 hours per week.
Core schedule Monday through Friday, 10:00 AM to 6:00 PM Eastern, with shift flexibility to cover VTM’s published support hours.
Occasional weekend or after-hours escalation coverage.
Ability to lift up to 50 pounds.

Pay

$25.00 - $35.00 per hour

Role basics

Experience level: 2+ years
Work location: In person

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Support Jobs in Solon, OH

Technical Support Specialist

Vending Technical Support Specialist, Hardware & Payments

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