Technical Support Triage Agent

What You’ll Do

• Act as the escalation point for high priority and repeat service issues from Technician Support and service customers, sharing solutions through phone, email, or other Technician Support personnel in direct contact with field technicians.
• Collect and verify request details, including site location, equipment type, error codes, and problem description.
• Evaluate severity and urgency and assign priority according to established guidelines and service level agreements (SLAs).
• Perform deeper troubleshooting using available tools and by coordinating with Technician Support personnel, reviewing historical records and input from field technicians to identify next-step solutions.
• Escalate issues that exceed severity, duration, or repeat-visit thresholds, or require more extensive analysis, to the Technical Support Team Lead and management; perform root cause analysis where able.
• Create service work orders when onsite service is required or requested by customers.
• Follow up on open requests to confirm resolution and keep customers informed on status.
• Document customer and technician interactions so coworkers have current, relevant context related to work order status and site problems.
• Identify and report service problem trends and recurring issues to management.
• Update and maintain service requests to ensure accuracy and proper prioritization of work.
• Attend training sessions as required and complete other related duties as assigned.

What You Bring

• High school diploma or GED.
• 3+ years of experience troubleshooting mechanical and/or software issues and documenting work.
• Customer service, call center, or help desk experience preferred.
• Ability to communicate clearly in person and via phone or email.
• Ability to assess and prioritize multiple issues quickly and stay calm under pressure.
• Ability to learn and maintain technical competency for supported product lines.
• Strong multitasking and organizational skills while fielding several issues at once.
• Ticketing, work order, or CRM system experience preferred.
• Experience supporting ATMs, self-service kiosks, or cash-handling equipment preferred.
• Familiarity with SLA-driven support environments and remote diagnostic or monitoring tools preferred.
• Working knowledge of Microsoft Office, including the ability to analyze service data in Excel (sorting, filtering, pivot tables).

Tools You’ll Use

Microsoft Office, Excel, ticketing, work order, and CRM systems.

Work Environment and Physical Requirements

• Professional office environment.
• Regularly required to talk and hear.
• Frequently required to sit, stand, walk, stoop, use hands for finger work, handle or feel, and reach with hands and arms.
• Frequent repetitive hand and wrist motion, including keyboarding.
• Occasionally required to lift and/or move office materials and supplies, typically up to 25 pounds.
• Vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Uses standard office equipment including computers, phones, copiers, and filing cabinets.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities. Duties may change at any time to meet organizational needs.