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Position 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.
Key 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
Education & Experience
High school diploma or GED required; additional technical certification preferred
1 year(s) of customer service experience in a technical environment required; prior help desk or technical support experience preferred
Experience in a call center environment highly preferred
Experience with ticket tracking software and technical documentation preferred
Knowledge, Skills & Abilities
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
Basic knowledge of iOS and Android systems preferred
Ability to adapt in a fast-paced, collaborative, and changing environment
Must be available to work days, nights, weekends and holidays as department provides 16 hours a day, 7 days a week support
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Position 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.
Key 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
Education & Experience
High school diploma or GED required; additional technical certification preferred
1 year(s) of customer service experience in a technical environment required; prior help desk or technical support experience preferred
Experience in a call center environment highly preferred
Experience with ticket tracking software and technical documentation preferred
Knowledge, Skills & Abilities
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
Basic knowledge of iOS and Android systems preferred
Ability to adapt in a fast-paced, collaborative, and changing environment
Must be available to work days, nights, weekends and holidays as department provides 16 hours a day, 7 days a week support
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Compensation for this position will start at $18.00/hr
Other
Durable Manufacturing
$50k-65k (estimate)
02/03/2024
05/12/2024
ecoatm.com
MARIETTA, GA
200 - 500
2008
Private
$50M - $200M
Durable Manufacturing
ecoATM is a California-based company that provides smartphone re-commerce and related solutions for the commercial market.
The job skills required for Technical Support Agent I include Technical Support, Customer Service, Problem Solving, Help Desk, Microsoft Office, Communication Skills, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Agent I. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Agent I. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Agent I positions, which can be used as a reference in future career path planning. As a Technical Support Agent I, it can be promoted into senior positions as a Technical Support Analyst II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Agent I. You can explore the career advancement for a Technical Support Agent I below and select your interested title to get hiring information.