Technical Product Support Specialist

*hiring on behalf of our client

Title: Technical Product Support Specialist

Time: Full-Time (8-5pm EST)

Location: Remote

Compensation: R400,000/y

The Company

Our client is redefining how people access what they need, wherever they need it. They provide fully autonomous, AI powered Smart Stores that bring convenience, customer delight, and easy operations to store operators, turning any location into a retail opportunity. Their team is a unique combination of software engineers, hardware engineers, and business operators who have previously worked at such companies as Amazon, IBM, and Google.

Role Overview

As an Technical Product Support Specialist, you will be the primary remote point of contact guiding 3rd party technicians and/or customers through the successful installation and setup of their stores. You will manage multiple installations simultaneously, ensuring each site is set up correctly and activated on time.

Key Responsibilities

• Serve as the primary point of contact while technicians or customers perform Smart Store setups, providing remote guidance, answering questions, and testing system setup.
• Use proprietary tools to identify the best SIM network connectivity and assist customers in connecting routers to Wi-Fi.
• Develop in-depth knowledge of the setup process and product, including mechanical, electrical, and software components.
• Push and validate software updates, configure customer system parameters, and ensure the system is performing according to expectations.
• Complete final checks and validations, such as transaction tests and sensor checks.
• Perform technical troubleshooting and resolution as required.
• Report and escalate issues to other team members in cases of damaged or missing equipment.

Qualifications

• Demonstrated experience in remote technical or installation support.
• Fluent in English (written and spoken) with the ability to communicate via chat, phone, and video call to help navigate complex setups.
• Familiarity with hardware and software systems.
• Familiarity with networking basics, including Wi-Fi and connectivity testing.
• Familiarity with computer basics, such as setting up monitors and USB devices.
• Understanding of basic software principles, including modifying or running variables in a script.
• Highly organized and able to handle multiple projects and priorities simultaneously.
• Problem-solving attitude with high attention to detail and commitment to customer service.
• Experience in vending machines, point of sale, inventory control, or the retail industry is a plus.
• Reliable, punctual, and possesses a strong work ethic.
• Highly focused, detail-oriented, and able to follow instructions while thinking critically.