Senior Tech Support Specialist

Olea Kiosks is a leader in the self-service kiosk industry, designing visually stunning and highly functional kiosks that are seen every day in airports, restaurants, department stores, hospitals, hotels, casinos, and more. Our products process hundreds of millions of transactions across the United States each year, facilitating everything from high tech biometric identification, to ordering a burger. Olea’s success depends on hard working, talented people like you!
Olea has a great reputation for the quality of our products, and ability to deliver on our customer requirements. The company is focused on making the right moves which will lead to successful and exemplary outcomes for our customers. If you are excited by the opportunity to develop executive-level relationships, facilitate technology deployments of all sizes, and being part of a creative design environment, you may find this is a great role for you!
Olea’s Tech Support Specialists are an integral part of Olea’s Customer Experience, bridging the gap between customer service and Tech Support. Whether they’re troubleshooting a printer that just won’t print, scheduling a technician for an on-site install, or coordinating warranty replacements, Olea’s professional Tech Support Specialists know that providing timely and complete solutions to the customer’s concerns are key to customer satisfaction.

The essential duties of a Senior Tech Support Specialist at Olea include:

• Providing technical support for self-service kiosk systems, including diagnosing and troubleshooting both hardware and software issues such as malfunctioning touch screens, printer failures, and software errors
• Responding within service levels, under 24 hours, to escalated service requests and support tickets, ensuring thorough and efficient solutions to technical problems
• Exhibiting superior customer service skills, focusing on active listening and strong questioning skills to thoroughly understand customer needs and concerns, empathize with their situation, and provide tailored solutions and resolutions that meet or exceed their expectations
• Identifying and reporting on failures (particularly repeat failures) to our Research and Development (R&D) and Quality Assurance (QA) Departments, by providing feedback on what the failure is and how it has been corrected in the field, so that they may implement changes to our product(s) to eliminate the error going forward
• Improving and maintaining comprehensive technical documentation and standard operating procedures for the Tech Support department, ensuring consistency and accuracy in troubleshooting and issue resolution by documenting step-by-step instructions, troubleshooting tips, and best practices
• Staying up-to-date with the latest system information, changes, and updates by actively monitoring vendor communications, participating in relevant training programs, and engaging in continuous knowledge development activities to ensure a comprehensive understanding of the self-service kiosk systems and related technologies
• Maintaining records of daily installation, service and repair transactions through the ERP and support ticket tracking systems
• Creating, managing, and tracking RMAs for warranty replacements, service, and repairs for end-users and in-house hardware components
• Coordinating on-site installation, service, and repair through approved outside resources
• Managing requests and tracking of Olea’s demo units for client demonstration and tradeshows

REQUIREMENTS

To be considered for the position, candidates should have the following qualifications:

• Possess a minimum of 3 years’ experience in a technical support role, specifically working with self-service kiosk systems or related technology
• Demonstrate a track record of successfully troubleshooting and resolving complex technical issues in a timely manner
• Exhibit a proficient knowledge of computer hardware, software, network systems, and configurations commonly utilized in self-service kiosk environments
• Display excellent organizational skills, with the ability to prioritize and manage multiple tasks simultaneously
• Demonstrate a proven ability to be proactive in anticipating and mitigating potential issues, and implementing preventive measures or process improvements to minimize future occurrences
• Possess exceptional communication skills, both written and verbal, to effectively convey complex concepts and instructions to customers and colleagues with varying technical backgrounds
• Possess a solid understanding of Windows and Android operating systems, as well as Abas or other ERP system, and Zendesk or similar support ticket tracking system

• Providing technical support for self-service kiosk systems, including diagnosing and troubleshooting both hardware and software issues such as malfunctioning touch screens, printer failures, and software errors
• Responding within service levels, under 24 hours, to escalated service requests and support tickets, ensuring thorough and efficient solutions to technical problems
• Exhibiting superior customer service skills, focusing on active listening and strong questioning skills to thoroughly understand customer needs and concerns, empathize with their situation, and provide tailored solutions and resolutions that meet or exceed their expectations
• Identifying and reporting on failures (particularly repeat failures) to our Research and Development (R&D) and Quality Assurance (QA) Departments, by providing feedback on what the failure is and how it has been corrected in the field, so that they may implement changes to our product(s) to eliminate the error going forward
• Improving and maintaining comprehensive technical documentation and standard operating procedures for the Tech Support department, ensuring consistency and accuracy in troubleshooting and issue resolution by documenting step-by-step instructions, troubleshooting tips, and best practices
• Staying up-to-date with the latest system information, changes, and updates by actively monitoring vendor communications, participating in relevant training programs, and engaging in continuous knowledge development activities to ensure a comprehensive understanding of the self-service kiosk systems and related technologies
• Maintaining records of daily installation, service and repair transactions through the ERP and support ticket tracking systems
• Creating, managing, and tracking RMAs for warranty replacements, service, and repairs for end-users and in-house hardware components
• Coordinating on-site installation, service, and repair through approved outside resources
• Managing requests and tracking of Olea’s demo units for client demonstration and tradeshow