Technical Support Agent I

In this onsite role, you will serve as the first point of contact for ecoATM kiosk technical support across locations, assisting both customers and field operations through phone-based and ticket-based workflows.

Role Summary

You will provide technical support for ecoATM kiosks, supporting field operations teams and customers via phone calls or the ticketing system. The position focuses on resolving kiosk issues using troubleshooting, documentation, monitoring, and escalation processes when problems cannot be resolved through standard support procedures.

Key Responsibilities

• Resolve kiosk issues submitted through a ticketing system while delivering front-line support to field technicians and ecoATM customers using the phone IVR system.
• Conduct in-depth technical troubleshooting to address kiosk-related issues by using system tools to diagnose hardware, software, and other machine-related problems.
• Provide feedback and follow-up on kiosk issues, escalating unresolved cases to the appropriate group.
• Document, track, and monitor issues to support timely resolution.
• Perform other job-related duties as delegated by the leadership team.
• Support and leverage other department associates to share best practices and knowledge.
• Maintain availability for departmental support coverage.

Scheduling and Availability

The schedule requires flexibility and availability to work days, nights, weekends, and holidays. Department support runs 16 hours per day, 7 days a week, and the schedule will remain consistent week-to-week.

Required Qualifications

• High school diploma or GED required; additional technical certification preferred.
• 3+ years of experience troubleshooting or repairing robotics, complex machinery, or similar kiosk technology.
• Call center environment experience highly preferred.
• Experience with ticket tracking software and technical documentation preferred.
• Excellent customer service, interpersonal, and communication skills, with strong attention to detail.
• Strong troubleshooting, problem-solving, and multi-tasking abilities.
• Ability to work independently within established process and direction guidelines.
• Efficient time management and ability to prioritize work.
• Intermediate competency with Microsoft Windows, including software installation and configuration.
• 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, changing environment.

Location and Compensation

• Location: San Diego, CA (onsite)
• Hourly pay: USD 20 - 22 per hour

Tools and Technologies

• Ticketing system
• Phone IVR system
• Microsoft Windows
• Microsoft Office