Customer Care Technician Tier 2

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 IoT 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.

Customer Care Technician -Tier 2

Job description:

The Customer Care Technician, Tier 2 assumes responsibility for escalations from the Tier I team and serves as overflow for 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 usually be escalated to a higher-level technician or manager. If the issue is identified as a hardware failure, facilitation of replacement through warranty support including dispatch of field technicians may be required.

Responsibilities:

• Manage multiple tickets from various customers and provide clear and timely status updates.
• Coordinate with the Account Team and channel/customer contacts to troubleshoot issues requiring input from sources outside of Kiosk
• Direct the Projects Team and channel/customer contacts during deployments to ensure the team stay knowledgeable and issues are addressed as quickly as possible.
• Ensure that all customer phone calls requesting assistance or information are immediately answered, that problems are referred to the appropriate individual(s) by trouble ticket and that individual(s) designated take prompt action.
• Provide troubleshooting and technical assistance with applications and hardware.
• Provide clear explanations of issues and solutions to internal and external teams via email or conference call and clearly document outcomes and steps taken in tickets.
• Coordinate the RMA Process
  • Preform advanced troubleshooting.
  • Coordinate with vendors for issues related to manufacturing defects.
  • Maintain the RMA log in a state which can be used for reporting purposes on demand
  • Take responsibility for ensuring units go through the RMA process in under 48 hours (business day)
• Take responsibility for ensuring contractual agreements are met.
• Preform quality checks on the content of tickets
• Mentor junior team members.
• Managing sales orders and entry of data into shortage reports.
• Overflow for calls during high volume or short staffing.
• Order and track parts and dispatch field technicians as required.
• Other duties as required.

Required Skills:

• High School Diploma
• 2 years work experience in a customer service environment
• Exceptional verbal and written communications.
• Ability to prioritize and perform in a fast paced, high volume environment.
• Must be capable of working with minimal supervision.
• Thorough understanding of troubleshooting techniques
• Understand components of contractual agreements with customers
• Basic understanding of the PC imaging process
• Technical knowledge of Windows OS and all communication and hardware troubleshooting on PC’s.

Desired Skills:

• Specialist Certification in Windows OS Preferred
• Experience as a technician or help desk position, desirable
• Adaptability – Being open to and actively solicit new ideas and opinions.

Travel:

• No Travel

Physical:

• Must be able to sit/ stand 8 hours

Starting Hourly Rate - $25.50 per hour. 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

Salary : $26