ecoATM Gazelle · 18 hours ago

Technical Support Agent II

United States

Full-time

Remote

Entry Level

$21/hr - $22.50/hr

1+ years exp

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Responsibilities

Provide second-level technical support to field staff in resolving kiosk issues that are generated via a ticketing system or as escalated via first-level technical support team, and provide support to field technicians via phone

Perform in depth technical troubleshooting to correct escalated kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues

Educate, support, and mentor field staff and Machine Support Agents on kiosk hardware/software best practices

Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group

Document, track, and monitor problems to ensure timely resolution

Assist with technical support initiatives, support internal departmental processes, systems or special projects as required

Perform other job related duties as delegated by leadership team

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportMachine SupportTicket Tracking SoftwareMicrosoft WindowsTechnical DocumentationMicrosoft OfficeIOSAndroid

Required

High school Diploma or GED required

1+ years of Machine Support Tech experience OR 2+ years of computer operations, network, communications, or related technical support strongly preferred

1+ years of experience with advanced system file configuration, software installation and configuration, hardware knowledge, etc. required

1+ years of customer service experience required; prior help desk or technical support experience required

1+ years of experience with ticket tracking software and technical documentation required

Must be available to work nights, weekends and holidays as department provides 16 hours a day, 7 days a week support

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 skills with Microsoft Office