Customer Care Agent-Tier 1

About Working at KIOSK Information Systems:

KIOSK helps organizations digitally transform by enabling automation with self-service solutions to improve the customer experience, while increasing operational and cost efficiencies. With over 27 years of experience and 250,000+ kiosks deployed, KIOSK is a market leader and trusted partner of Top 100 Retailers and Fortune 500 clients delivering proven expertise in design engineering and manufacturing, application development, integration, and comprehensive support services. We offer an innovative portfolio of kiosk solutions along with managed services and IoT capabilities to ensure a seamless user experience. Self-service is a fast paced and exciting industry with high professional growth potential.

The company offers a full spectrum product portfolio with all solution disciplines in one professional / manufacturing campus. We are a high performing and customer-centric team. KIOSK provides a respectful, fun, and collaborative work environment with great benefits and work / life balance.

KIOSK is currently recruiting for a Tier One Customer Care Agent, who will be a key member of the Customer Experience (CX) Team. This professional serves as the first point of contact with our valued customer base to troubleshoot/resolve issues with kiosk componentry and/or software/driver related issues. The Agent works to quickly resolve issues over the phone or via ticket submission, coordinating both warehouse parts distribution and dispatching on-site field technician visits to replace failed components. This role requires quick thinking and top-notch verbal/written communication skills, which are essential when working with custom kiosks distributed across North America. The Customer Care Agent will also engage and collaborate with senior members of the Customer Experience Team on more complex issues, requiring higher tier resolution expertise. This is a fast-paced position ideal for a technically skilled and customer-focused professional, with ample room for professional advancement.

The position requires in-office availability Monday-Friday during daytime hours as well as in covering some after-hours on-call rotations (shared among Team Agents).

Responsibilities:

• Act as the first point of contact for customers seeking help with technical issues.
• Provide troubleshooting and technical assistance with applications and hardware.
• Field inbound calls or e-mails from both end users and businesses requesting assistance and/or information
• Clearly document outcomes and steps taken to resolve issues
• Coordinate shipment of components from KIOSK warehouse to field
• Dispatch/Manage on-site technicians to replace hardware and/or troubleshoot issues
• Other duties as required.

Required Skills:

• High school diploma.
• Fundamental knowledge of Windows Operating System and basic diagnosis of computer systems
• Ability to prioritize and work in a fast-paced high-volume environment.
• Work independently with minimal supervision.
• Exceptional verbal and written communications.

Desired Skills:

• 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.

Travel:

• No Travel

Physical:

• Must be able to sit / stand 8 hours

Starting Hourly Rate - Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

Benefits-

KIOSKvalues its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from / one plan 100% company paid)
• Dental (Company Paid for Employee only coverage)
• Vision (Company Paid for Employee only coverage)
• Life Insurance (company paid)
• Short and Long Term Disability insurance (company paid)
• Flexible Spending Accounts
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year