Technical Support Specialist

Who we are:
Micromart is redefining how people access what they need, wherever they need it. We 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. Our 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.

The role:
As a Technical Support Specialist, you will be responsible for monitoring the uptime of the 100s of locations across North America to maximize the uptime of the fleet. You will respond to customer tickets (via chat) and resolve issues proactively.


Key Responsibilities: On your shift, you will be responsible for:
- responding to any inbound technical issues raised by customers via live chat
- responding to any system generated technical alerts, investigating the issue and resolving them in a timely manner
- daily and weekly summaries of issues and resolutions to the engineering management team

Qualifications:
Demonstrated experience in remote technical support.
Fluent in English (written and spoken). Comfortable to communicate via phone or video call with customers to help navigate technical issues.
Familiarity with hardware and software systems
Familiarity with networking basics (Wi-Fi, connectivity testing)
Familiarity with computer basics (how to setup monitors, USB devices etc).
Basic software principles (modifying / running variables in a script)
Highly organized, able to handle multiple projects and priorities simultaneously.
Problem-solving attitude with high attention to detail and commitment to customer service
BONUS: experience in vending machines, point of sale, inventory control, packaged foods and drinks, retail industry
About you:
We are looking for someone who is reliable, punctual, has a strong work ethic, is highly focused, highly detail oriented, can follow instructions, can think critically and is unafraid to ask for help and provide feedback.

Minimum technical requirements:
- High-speed internet (minimum 20 Mbps)
- Computer with Chrome or Safari browser
- Computer capable of high-quality video streaming
- Ideally, have a large monitor
- Working web-camera, headphones and microphone for video calling


How to Apply:
1. Submit your resume
2. Send us a short introductory video of yourself. Make sure to include: your full name, which city you work from, what accomplishment are you most proud of (personal or professional), and why you are interested in this position.
3. Indicate your availability and shift preference (Philippine day-time, night-time, weekend availability). We have multiple shifts available.
Join our growing team to help deliver seamless, customer-focused installation experiences for our innovative Micromart technology!