Technical Support Agent I

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Requirements:

• 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.

Responsibilities:

• 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.