Job Description
They will be taking anywhere from 10-20 calls a day with average call lengths of 5 minutes to an hour depending on the complexity of the issue. Over the phone tech support. The actual techs in the field are calling into tech support for assistance for them to fix them.
Under the direction of the Manager of Support Services, provide advanced technical support with troubleshooting, diagnosing, and resolving issues that arise with the company's supported products (portfolio of ATM, smart safe, recycler, and other financial transacting devices) to internal and external customers. Provide phone/email/chat support to Field Service Technicians seeking assistance with servicing customer equipment, as well as assistance with part number identification and ordering. Expected to be an expert in using various diagnostic tools including merged reality to provide support.
The Technical Service team operates 24/7 and qualified candidates should be comfortable working any shift. After completion of the training program, a consistent schedule will be assigned to each Technical Service team member. This is an in office position that will work in our Elmhurst IL or Portland OR offices.
Essential Functions/Key Responsibilities:
* Answer inbound calls from Field Service Technicians requesting assistance on repair issues.
* Assist Technicians with testing, troubleshooting, analyzing, isolating and identifying root causes.
* Assist Technicians with identifying part numbers, part availability and part ordering.
* Provide lock support to Field Service Technicians.
* Respond to support emails from Field Service Technicians and various other departments within the Burroughs organization.
* Document call information in appropriate databases.
* Relay essential information to co-workers and other departments as warranted.
* Provide a higher level of support for difficult issues that are unable to be addressed by Technical Service Rep 1 group.
* Mentor the Level 1 support group
* Take ownership of service calls that have been open for an extended period of time or have required the use of a large number of parts.
* Review call histories and make repair suggestions for sites with chronic faults.
* Review service calls in the PartOrder status for viability of parts needed, alternate part numbers, part availability and part ordering, work to reduce part usage when possible through detail review of problems.
* Update documentation in the Knowledge Base for assistance in future troubleshooting.
* Construct technical service bulletins to be distributed to the field to assist in the resolution of repeated repair issues.
Required Skills & Experience
Need experience technically supporting either ATM, recyclers, or smart safes.
* Knowledge of Windows operating system
* Knowledge of Microsoft Office products (Excel, Outlook, PowerPoint and Word)
* Experience with analysis and problem solving
* Knowledge of internal computer components and repair for financial equipment
* Experience with repair and maintenance of electrical and mechanical hardware
* Proficient on the use of a Digital Multimeter
* Ability to explain and assist users remotely via phone, email or chat
Nice to Have Skills & Experience
Call center experience a plus
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.