Customer Care Technician

Customer Care Technician 1

The Customer Care Technician 1 fields 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 be escalated to a higher‑level technician. Customer Care Technicians can suggest a workaround until a problem can be permanently resolved. If the issue is identified as a hardware failure, facilitation of replacement through warranty support including dispatch of field technicians may be required.

• Act as the first point of contact for customers seeking help with products or technical issues.
• Ensure that all customer phone calls or e‑mails requesting assistance or information are immediately answered.
• Assess and use best judgement to ensure the customer issues can be resolved by a level 1 technician or if a referral to a higher‑level technician is required.
• Provide troubleshooting and technical assistance with applications and hardware.
• Clearly document outcomes and steps taken.
• Order and track parts to dispatch to field technicians as required.
• Other duties as required.

• High school diploma.
• Must have technical knowledge of Windows OS and all communication and hardware troubleshooting on PCs.
• Ability to prioritize and work in a fast‑paced high‑volume environment.
• Work independently with minimal supervision.
• Exceptional verbal and written communications.

• Experience as a technician or help desk position, desirable.
• Adaptability – Being open to and actively solicit new ideas and opinions.
• 1–2 years’ experience in a customer service environment.

• No Travel

• Must be able to sit / stand 8 hours

$22.00 per hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

• Medical (3 plans to choose from)
  * one plan 100 percent employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions