Technical Support Agent I

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

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.

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