Technical Support Agent I

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Job ID: 860894


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: $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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