Technical Support Agent II

Position Overview:

This position is responsible for providing in depth ecoATM technical support to the field operations teams and customers on hardware and software related issues. This Machine Support Agent II position is the second tier of technical support for all ecoATM kiosk locations throughout the United States and Puerto Rico.

Essential Duties & Responsibilities:

• Provide second-level technical support to field staff in resolving kiosk issues that are generated via a ticketing system or as escalated via first-level technical support team, and provide support to field technicians via phone

• Perform in depth technical troubleshooting to correct escalated kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues

• Educate, support, and mentor field staff and Machine Support Agents on kiosk hardware/software best practices

• Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group

• Document, track, and monitor problems to ensure timely resolution

• Assist with technical support initiatives, support internal departmental processes, systems or special projects as required

• Perform other job related duties as delegated by leadership team

Education/Experience:

• High school Diploma or GED required; additional technical certification preferred

• 1+ years of Machine Support Tech experience OR 2+ years of computer operations, network, communications, or related technical support strongly preferred

• 1+ years of experience with advanced system file configuration, software installation and configuration, hardware knowledge, etc. required

• 1+ years of customer service experience required; prior help desk or technical support experience required

• 1+ years of experience with ticket tracking software and technical documentation required

• Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support

Knowledge, Skills and 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 skills with Microsoft Office

• Basic knowledge of iOS and Android systems preferred

• Ability to adapt in a fast-paced, collaborative, and changing environment

Compensation for this position is $21.00 - 22.50/hr with additional benefits