Technical Support Agent I

The role

This person will provide technical support for ecoATM kiosks to field operations teams and customers via phone or ticketing system. They will perform technical troubleshooting to diagnose hardware and software issues.

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 troubleshooting, 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

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 online marketplace Gazelle.com, it enables mobile device re-use.