Technical Support Agent I

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.

Responsibilities

Provide ecoATM kiosk technical support to field operations teams and customers via phone calls or ticketing system; Resolve kiosk issues generated via a ticketing system and provide front-line support to field technicians or ecoATM customers 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

Requirements

High school diploma or GED required; Must have 3+ years of experience troubleshooting or repairing of robotics, complex machinery or similar Kiosk Technology; Excellent customer service, interpersonal and communication skills with high attention to detail; Strong troubleshooting, 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; Ability to adapt in a fast-paced, collaborative, and changing environment; Must be flexible and available to work days, nights, weekends and holidays

Nice to have

Experience in a call center environment highly preferred; Additional technical certification preferred; Experience with ticket tracking software and technical documentation preferred; Basic knowledge of iOS and Android systems preferred

Benefits

Short-term incentives based on individual and company performance