Technical Support Agent (Remote)

Eastridge is staffing for a Remote Technical Support Agent, client is in the Mira Mesa area.

Position: Technical Support Agent (Remote)

Location: Remote (mandatory onsite training for first 2 weeks in Mira Mesa)

Salary: $19.30/hour

Schedule: 8 AM - 5 PM, Mon- Friday, weekend OT as needed

This position is responsible for providing technical support to the field operations teams and via phone calls or through our ticketing system.

Responsibilities:

 Resolve kiosk issues that are generated via a ticketing system and provide front line support to field technicians 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 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

 1+ year(s) of customer service experience in a technical environment required; prior help desk or technical support experience preferred

 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

In-person Training is required for the first 2-weeks of employment with no exceptions

If you feel you are qualifying for the position, please respond by sending a detailed resume listing all of your relevant experience.

If qualifying, I will reach out at my soonest available time to schedule a phone interview.