Technical Support Agent - Remote

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.

In Short

• 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.

Requirements

• 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

Benefits

• Base pay offered may vary depending on job-related knowledge, skills, and experience.
• This position may also be eligible for short-term and long-term incentives based on individual and company performance.