Technical Support Agent I

Company Overview (Who are we? Why should you join us?)
At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 7,000 automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.
At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.
Our Values and Leadership Behaviors
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. We're a hard-working team who also loves to have fun and provide excellent customer service!
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
Schedule Expectation: must be flexible and available to work days, nights, weekends and holidays as department provides 16 hours a day, 7 days a week support. The schedule will remain consistent week-to-week.
Education & Experience
High school diploma or GED required; additional technical certification preferred
Must have 3+ years of experience troubleshooting or repairing of robotics, complex machinery or similar Kiosk Technology
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 troubles