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
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 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
Nice to Have
- Additional technical certification preferred
- Experience in a call center environment highly preferred
- Experience with ticket tracking software and technical documentation preferred
- Basic knowledge of iOS and Android systems preferred
Work Arrangement
On-site
Additional Information
- 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
- The schedule will remain consistent week-to-week
- Open availability – must be flexible to work days, nights, weekends, and holidays as department provides 16 hours a day, 7 days a week support
