Technical Support Agent I

Company Overview

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 7,000 automated kiosks and online marketplace , we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.

At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.

Our Values and Leadership Behaviors

This position is responsible for providing ecoATM kiosk technical support to the field operations teams and customers via phone calls or through our ticketing system. In this position as a Technical Support Agent, you are the first contact of technical support for all ecoATM kiosk locations.

Hourly Pay: $18.00/hr - $20.00/hr

Location: Louisville, KY

• Resolve kiosk issues that are generated via a ticketing system and provide front‑line support to field technicians or ecoATM customers 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; elevate unresolved issues to the appropriate group
• Document, track, and monitor problems to ensure timely resolution
• Perform other job‑related duties as delegated by the leadership team
• Support and leverage other associates within the department to share best practices and knowledge
• Schedule Expectation: must be flexible and available to work days, nights, weekends and holidays as the department provides 16 hours a day, 7 days a week support. The schedule will remain consistent week‑to‑week.

• High school diploma or GED required; additional technical certification preferred
• Must have 3+ years of experience troubleshooting or repairing robotics, complex machinery or similar kiosk technology
• Experience in a call‑center environment highly preferred
• Experience with ticket tracking software and technical documentation preferred

• 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

This job description is not intended to be all‑inclusive. Employee may perform other related duties as assigned.

Base pay offered may vary depending on job‑related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits.

This position may also be eligible for short‑term and long‑term incentives based on individual and company performance.

Here at ecoATM/Gazelle we value diversity and belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data.

If you need assistance, or an accommodation, please let your recruiter know.