Tech Support

Hyosung America, Inc

Job Type: Full Time
Location: Irving, TX, US

Hyosung Americas is a global human experience maker that bridges the physical and virtual worlds. We do this by harnessing our unique combination of a manufacturer's soul with an innovator's mindset to build a platform of integrated products, services, and ideas that improve life's day-to-day interactions for everyone.

As a Tech Support Agent, you will provide help desk support for Retail and FI ATMs, & TCRs to our customers, distributors, and dealers. This job is an entry level position and may lead to a full-time permanent Tech Support 1 position, then to a Tech Support II and Tech Support III position.

• Determine hardware and/or software problems on the Retail and FI ATMs, & TCRs based on "known" variables.
• Ask probing questions to reach root cause, make recommendations for actions needed, guide technicians over the phone through the troubleshooting and repair process.
• Answer incoming calls from customers and troubleshoot the reported ATM issue.
• Log every call with enough detail to fully describe the events of the call, in a way that it will tell a story to others reading the tech support call notes.
• Forward difficult issues to the next level support specialist.

• ATM technical support experience
• Help desk support experience
• Experience with a database application (i.e. MS Access, CSM, Net Suite, Spice, etc.) to log tech support calls
• Ability to effectively communicate with numerous customers, team members, and management daily (essential requirement)
• Experience with MS Word and Excel (essential requirement)

• Primarily active work in a repair service environment
• Frequent contact with moving parts and large machinery
• Ability to communicate and exchange information required
• Ability to comprehend and interpret documents and data
• Requires occasional standing, walking, lifting, and moving objects (up to 50 lbs.)
• Requires manual dexterity to use computer, telephone and peripherals
• May be required to work extended hours for special business needs
• While performing the responsibilities of the job, the employee is required to talk and listen
• Vision abilities required to perform this job include close vision
• The employee will be exposed to moving mechanical parts and vehicles
• The noise level in the work environment is usually quiet to moderate
• The passage of employees through the work area is average and normal

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate to ensure operational success.

Nautilus Hyosung America, Inc. seeks to provide equality of opportunity in all aspects of employment, as well as to ensure that all personnel activities, such as the recruitment, selection, training, compensation, benefits, and discipline processes remain free of illegal discrimination and harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other characteristic protected by law.

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