Malone
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Job ID: 694121
Malone is hiring 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 kiosk locations.
Hourly Pay: $18.00/hr – 20.00/hr
Location: Louisville, KY
Key Responsibilities
- Resolve kiosk issues that are generated via a ticketing system and provide front-line support to field technicians or 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 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 knowledge of system file drivers
- Basic skills with Microsoft Office
- Basic knowledge of iOS and Android systems preferred
- Ability to adapt in a fast-paced, collaborative, and changing environment
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned.?
Open availability – must be flexible to workdays, nights, weekends, and holidays as department provides 16 hours a day, 7 days a week support.
Malone Workforce Solutions is an Equal Employment Opportunity Employer.
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