Service Advisor-Tier 2

About the role

Vendnet is seeking a detail-oriented and technically proficient Tier 2 Support Specialist to join our service team. This role serves as a critical escalation point for frontline support, handling complex customer issues and contributing to continuous improvement initiatives. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality support.

Duties and responsibilities

• Answer phone and help customers with repair problems
• Set up service schools
• Resolve service entity problems
• Take parts orders
• Help parts department resolve parts problems
• Run service schools in local area
• Keep records of specially coded keys
• Coordinate service classes and other services with OEM Vendors
• Help in repair department
• Help sales groups with customer appreciation days
• Help with inventory at year end
• Special projects as needed

Knowledge and skills

• Computer skills
• Data Entry Requirement: 3000-3500 keystrokes per hour, with 80% accuracy
• Math ability
• Good communication skills, verbal and written
• Good organizational skills
• Knowledge of our machines
• Working knowledge of electronics

Physical requirements

• Ability to lift boxes from post office/paper for printer
• Ability to do service calls

Education and work experience

• AAS degree in Industrial Electronics
• 2+ years of experience in technical support or customer service, preferably in vending or appliance repair
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Familiarity with CRM systems, ticketing platforms, and remote diagnostic tools
• Ability to work independently and manage multiple priorities