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 6500+ 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. 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. 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 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 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. Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits here. This position may also be eligible for short-term and long-term incentives based on individual and company performance. This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know. Apply for this job * indicates a required field First Name * Last Name * Email * Phone * Resume/CV * Enter manually Accepted file types: pdf, doc, docx, txt, rtf Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile Are you legally authorized to work in the United States for our Company? * Select... Will you require any sponsorship for employment authorization to work for our company in the US now or in the future? (H1-B, TN, E-3, etc.) * Select... Did any of our employees inform you about this position? * What is your desired salary range? Is there anything you'd like to tell us about yourself? This position requires a flexible schedule and candidates must be willing and available to work nights, weekends, and sometimes holidays. The department provides support 16 hours a day, 7 days week.Are you comfortable with flexible working hours and willing/able to work nights/weekends/holidays as needed? * Select... Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in ecoATM | Gazelle’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. 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Disabilities include, but are not limited to: Alcohol or other substance use disorder (not currently using drugs illegally) Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS Blind or low vision Cancer (past or present) Cardiovascular or heart disease Celiac disease Cerebral palsy Deaf or serious difficulty hearing Diabetes Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders Epilepsy or other seizure disorder Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome Intellectual or developmental disability Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD Missing limbs or partially missing limbs Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS) Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities Partial or complete paralysis (any cause) Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema Short stature (dwarfism) Traumatic brain injury Disability Status Select... 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