Vending Technical Support Specialist

DescriptionWhat Matters at Magid? YOU do! "The number one key to growth is having good people and that's what has driven us at every stage of the game." - Greg Cohen, CEO At Magid, we're not just passionate about safety-we're passionate about people. As an industry leader, we've built an innovative and collaborative environment where diversity is celebrated, ideas are valued, and personal and professional growth never stops.Are you tech-savvy, people-focused, and calm under pressure? Do you thrive in fast-paced environments where communication, problem-solving, and empathy is key? Are you comfortable navigating different software systems and supporting customers through hands-on troubleshooting?If so, Magid is the place for you!Join us as a Vending Technical Support Specialist and become a key part of our mission to keep workplaces safe and efficient. In this role you'll be the expert for diagnosing and resolving issues with our PPE vending machines. This includes software, hardware, or field service and maintenance challenges. You'll communicate directly with both external customers and internal Magid team members (service and sales reps), ensuring every interaction is handled with clarity, patience, and professionalism.Responsibilities: Coordinate, respond, and assist customer requests for technical support, managing inquiries through Manage Engine ticket system and our phone queue within defined SLAs and KPIs. Troubleshoot and reconfigure CribMaster vending machine hardware, utilizing remote and on-site support. Facilitate parts orders and coordinate with field service team members for repairs. Create, manipulate, and analyze data to deliver custom reports for customers, providing insights and trends related to inventory management and performance of our inventory solutions. Support departmental initiatives and collaborate on departmental advancements in inventory solution offerings. Maintain and update a troubleshooting knowledge base, ensuring it reflects insights from data analysis and ongoing troubleshooting efforts. Document root causes and resolutions for all support tickets, ensuring accurate closure comments and details are entered. Diagnose and troubleshoot basic network connectivity issues on Windows based industrial vending machines. The Vending Technical Support Specialist role is a Monday through Friday position, working Monday, Tuesday, Wednesday and Thursday in office and Friday remotely. Magid is headquartered in Romeoville (IL). The hours for this role are 7:00 am to 3:30 pm or 7:30 am to 4:00 pm.Requirements•Understanding of computer hardware, e-mail functions and security. •Grasps software concepts and learns quickly. •Talent for communicating effectively, explaining things in a logical manner, maintaining a professional demeanor. •Ability to troubleshoot software and hardware over the phone, or via e-mail. •Strong organizational and time-management abilities, with a focus on following procedures and maintaining documentation integrity. •Experience and ability to work on their own without direct supervision. •Ability to independently think through issues and come up with resolutions. •Be able to make decisions on best way to solve problems for end users. •Have outstanding customer relationship experience and skills.Experience/Education Required/Sought: •Associate degree preferred or equivalent work experience. •2+ years troubleshooting for customers. •Work experience troubleshooting for customers in a call center environment. •Familiarity with manufacturing, inventory management, or industrial vending machines.*Salary is adjusted based on job-related factors permitted by law, such as experience, trainings, geographic location, additional qualifications such as licensure or certifications, market factors, and responsibilities. Magid offers a variety of benefits to our team members including:Health, dental, vision, life and disability insuranceBonus plan401k retirement plan with company matchCompany provided Profit SharingParticipation in Magid Paid Time Off (PTO) Policy9 Paid Holidays