Customer Care Tier I

Job Description

Job Description

The Customer Care Technician I fields calls or emailed requests from customers who are having trouble with some aspect of a kiosk system. By listening to a description of the problem and accessing information about the specific system or application the user is trying to operate, the technician endeavors to guide the customer to troubleshoot software and hardware failures when related to kiosk computers and components. The technician will make suggestions, attempting different means of fixing the issue until it is resolved. In the event that the problem persists or is beyond the technician’s capabilities, the issue can be escalated to a higher-level technician. Customer Care Technicians can suggest a workaround until a problem can be permanently resolved. If the issue is identified as a hardware failure, facilitation of replacement through warranty support including dispatch of field technicians may be required.

Responsibilities:

• Act as the first point of contact for customers seeking help with products or technical issues.
• Ensure that all customer phone calls or e-mails requesting assistance or information are immediately answered.
• Assess and use best judgement to ensure the customer issues can be resolved by a level 1 technician or if a referral to a higher-level technician is required.
• Provide troubleshooting and technical assistance with applications and hardware.
• Clearly document outcomes and steps taken.
• Order and track parts to dispatch to field technicians as required.
• Other duties as required.

Required Skills:

• High school diploma.
• Must have technical knowledge of Windows OS and all communication and hardware troubleshooting on PC’s.
• Ability to prioritize and work in a fast-paced high-volume environment.
• Work independently with minimal supervision.
• Exceptional verbal and written communications.

Desired Skills:

• Experience as a technician or help desk position, desirable.
• Adaptability – Being open to and actively solicit new ideas and opinions.
• 1-2 years’ experience in a customer service environment.

Travel:

• No Travel

Physical:

• Must be able to sit / stand 8 hours

Compensation: starting rate $22.00 per hour. Non- exempt- overtime eligible. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Benefits:

KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year

Kiosk Information Systems, Inc., is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status or other characteristics protected by law. Applicants must be authorized to work for any employer to work in US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About Working at KIOSK Information Systems:

KIOSK helps organizations digitally transform by enabling automation with self-service solutions to improve the customer experience, while increasing operational and cost efficiencies. With 30 years of experience and 250,000+ kiosks deployed, KIOSK is a market leader and trusted partner of Top 100 Retailers and Fortune 500 clients delivering proven expertise in design engineering and manufacturing, application development, integration, and comprehensive support services. We offer an innovative portfolio of kiosk solutions along with managed services and IT capabilities to ensure a seamless user experience. Self-service is a fast paced and exciting industry with high professional growth potential.

The company offers a full spectrum product portfolio with all solution disciplines in one professional / manufacturing campus. We are a high performing and customer-centric team. KIOSK provides a respectful, fun, and collaborative work environment with great benefits and work / life balance.