Location Cerritos, California ,

United States

Olea Kiosks is a leader in the self-service kiosk industry, and we are looking for a superstar Customer Technical Support Specialist to join our Customer Experience Team. If you're looking to become part of a diverse team, eager to tackle new challenges every day, and ready to provide exceptional customer service to our growing list of well-known clients, we want to hear from you!

As our Customer Technical Support Specialist, you will bridge the gap between customer service and technical support. Whether you're troubleshooting a printer that won't print, scheduling a technician for an on-site install, or coordinating warranty replacements, you know that providing timely and complete solutions to the customer's concerns are key to customer satisfaction.

Some of the tasks you'll handle include:

* Receive and respond to phone calls, emails, and other communications from internal and external customers regarding technical issues

* Work closely with Customer Experience, Sales and other internal departments to deliver an exceptional level of technical and non-technical support, ensure prompt resolution, and provide outstanding customer service

* Troubleshoot and resolve technical issues with kiosks, hardware components and software

* Provide end-user and technician support for kiosk installation, hardware service and component replacement

* Manage the warranty and RMA process, including order entry for replacement parts, coordination for service and repairs

* Maintain records of daily installation, service and repair transactions through the ERP and support ticket tracking systems

* Create, manage, and track RMAs for warranty replacements, service, and repairs for end-users and in-house hardware components

* Coordinate on-site installation, service, and repair through approved outside resources

* Take ownership of reported issues to provide successful, timely resolution and customer satisfaction

* Manage requests and tracking of Oleas demo units for client demonstration and tradeshows

Requirements

To be considered for the position, candidates should have the following qualifications:

* Minimum of two years experience in a customer-focused technical support role

* Fluent in written and verbal English; bilingual English/Spanish a plus

* Able to troubleshoot, diagnose, and resolve common and sometimes complex technical issues, both on-site, and by phone, video, or email

* Ability to handle multiple priorities simultaneously, while ensuring timely resolution in all cases

* Computer literate, including Microsoft Office applications, Android operating system, Abas or other ERP system, and Zendesk or other support ticket tracking system

This is a non-exempt (hourly) position. While this is primarily an office-based position in Cerritos, there may be occasional local and domestic travel required.

Benefits

When you join the Olea Team, you'll get paid vacation and holidays, and you'll be eligible to join our group benefits, including:

* Medical (Kaiser HMO, Blue Shield HMO, Blue Shield PPO)

* Dental

* Vision

* Life

* Critical Illness

* Aflac Accident

* Aflac Cancer

* Aflac Hospitalization

* 401k with matching contributions