Technical Support Agent I

The role

This person will provide technical support to field operations teams and customers via phone calls or a ticketing system. They will troubleshoot hardware, software, and machine-related issues for ecoATM kiosks.

What you will do

• Resolve kiosk issues via a ticketing system and phone IVR system
• Perform in-depth technical troubleshooting for hardware, software and machine-related issues
• Provide feedback and follow-up on kiosk issues
• Escalate unresolved issues to appropriate group
• Document, track, and monitor problems
• Perform other job related duties as delegated by leadership team
• Support and leverage other associates to share best practices and knowledge

Required qualifications

• High school diploma or GED
• 3+ years of experience troubleshooting or repairing of robotics, complex machinery or similar Kiosk Technology
• Excellent customer service, interpersonal and communication skills
• 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
• Basic knowledge of system file drivers
• Basic skills with Microsoft Office
• Ability to adapt in a fast-paced, collaborative, and changing environment
• Open availability to work days, nights, weekends, and holidays

Nice to have

• additional technical certification
• Experience in a call center environment
• Experience with ticket tracking software and technical documentation
• Basic knowledge of iOS and Android systems

About the company

ecoATM is a technology company and a pioneer of device re-commerce. Through its automated kiosks and Gazelle.com, it enables the mobile device re-use revolution.