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.

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

Education & Experience

High school diploma or GED required; additional technical certification preferred

1+ year(s) of customer service experience in a technical environment required; prior help desk or technical support experience preferred

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

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

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

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.

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

Education & Experience

High school diploma or GED required; additional technical certification preferred

1+ year(s) of customer service experience in a technical environment required; prior help desk or technical support experience preferred

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

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

This job description is not intended to be all-inclus