Field Technician/Technical Support

KioSoft Technologies LLC (“KioSoft”) is a growing hardware/software company providing turnkey custom solutions for the Commercial Laundry, Vending, and other unattended Payment Industries.

KioSoft operates in the United States, Canada, China, Korea, and with authorized dealers worldwide. Our strength lies in delivering superior technology and customized software solutions, ranging from basic machine interfaces to complex networking solutions.

Position Overview:
The Technical Support/Field Support Installer plays a critical dual role within the organization. This position is responsible for providing exceptional field support by installing, configuring, and maintaining our unattended payment solutions at client sites. When not in the field, the professional will conduct in-office technical support tasks to ensure seamless operation and customer satisfaction.

Key Responsibilities:

Field Support Duties:

• Travel to client locations to install and configure systems and ensure they meet industry, client, and organizational standards.
• Utilize the KioSoft Field Installation & Training Checklist/Playbook for deploying solutions.
• Conduct pre-installation activities such as configuring, pre-building, and testing hardware equipment.
• Address client issues, assess situations, solve problems, and apply solutions efficiently.
• Maintain professionalism and adhere to safe working practices during all field operations.

In-Office Technical Support Duties:

• Provide technical support and troubleshooting assistance to customers and colleagues via phone, email, or in-person.
• Document procedures, processes, and resolve pathways accurately.
• Assist in technical assessments for proposals, tenders, and quotations.
• Support new product rollouts by managing technical aspects and liaising with team members.
• Monitor and maintain operational continuity through high-level fault and support activities.

Key Performance Indicators:

• Successful deployment of solutions aligned with technical specifications and budgets
• Reduced repeat/return visits and increased operational productivity
• High levels of customer satisfaction and minimal complaints
• Accurate and timely submission of reports and documentation
• Compliance with company policies and procedures

Qualifications:

• Associate's degree in a relevant field or equivalent practical experience in lieu of education
  
• Minimum of 1 year in customer service (preferred)
• Valid driver's license (required)
• Willingness to travel 40-90% of the time
• Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
  
• Tier 1 or Tier 2 Technical support experience considered an asset. 

Please Note:

We are an equal opportunity employer and will provide accommodations during the recruitment process upon request. We thank all applicants for their interest; however, only candidates under consideration will be contacted.