Technical Support Agent I

Position Overview

This position is responsible for providing ecoATM kiosk technical support to the field operations teams and customers via phone calls or through our ticketing system. In this position as a Technical Support Agent, you are the first contact of technical support for all ecoATM kiosk locations.

Hourly Pay: $18.00/hr - 20.00/hr

Location: Remote, US

Key Responsibilities

• Resolve kiosk issues that are generated via a ticketing system and provide front-line support to field technicians or ecoATM customer via phone IVR system
• Perform in-depth technical troubleshooting to correct kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues
• Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group
• Document, track, and monitor problems to ensure timely resolution
• Perform other job related duties as delegated by leadership team
• Support and leverage other associates within the department to share best practices and knowledge
• Schedule Expectation: must be flexible and available to work days, nights, weekends and holidays as department provides 16 hours a day, 7 days a week support. The schedule will remain consistent week-to-week.

Education & Experience

• High school diploma or GED required; additional technical certification preferred
• Must have 3+ years of experience troubleshooting or repairing of robotics, complex machinery or similar Kiosk Technology
• Experience in a call center environment highly preferred
• Experience with ticket tracking software and technical documentation preferred

Knowledge, Skills & Abilities

• Excellent customer service, interpersonal and communication skills with high attention to detail
• Strong trouble-shooting, problem-solving and multi-tasking abilities
• Ability to work independently within established process and direction guidelines
• Efficient time management practices and ability to prioritize work
• Competency with Microsoft Windows on an intermediate level (software installation and configuration, etc.)
• Basic knowledge of system file drivers
• Basic skills with Microsoft Office
• Basic knowledge of iOS and Android systems preferred
• Ability to adapt in a fast-paced, collaborative, and changing environment

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned. 

Open availability – must be flexible to workdays, nights, weekends, and holidays as department provides 16 hours a day, 7 days a week support.