Technical Support Agent I

High school diploma or GED required; additional technical certification preferred. 3+ years of experience troubleshooting or repairing robotics, complex machinery, or similar kiosk technology. Experience in a call center environment is highly preferred. Familiarity with ticket tracking software and technical documentation preferred. Excellent customer service, interpersonal, and communication skills. Strong troubleshooting and problem-solving abilities. Intermediate competency with Microsoft Windows and basic knowledge of system file drivers. Basic skills with Microsoft Office and knowledge of iOS and Android systems preferred. Ability to adapt in a fast-paced environment.

Resolve kiosk issues through a ticketing system and provide front-line support to field technicians or customers via phone IVR. Perform in-depth troubleshooting to correct kiosk-related issues using system tools. Document, track, and monitor problems for timely resolution. Provide feedback and follow up on kiosk issues, escalating unresolved problems as necessary. Support and share knowledge with other associates in the department. Flexibility to work various shifts as necessary.