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Form of workJob Title: Technical Support Agent
Location: Onsite – Sarasota location
Work Hours: 7am – 7pm Sunday through Saturday
FLSA Classification: Full-time/Hourly/Non-Exempt
Salary Range: $22 per hour
Reports to: Manager of Tech. Support
Original Date: 8/24/2023
Revised Date: 8/24/2023
About Automated Retail Technologies
Automated Retail Technologies (ART) develops intelligent, automated, self-contained kiosks that serve delicious food. Our flagship kiosk is the industry leading Just Baked Smart Bistro, which serves delicious hot food such as hot cinnamon rolls, White Castle sliders, and an evolving wide variety of other sweet and savory foods. ART is a distributed team, with primary locations in Sarasota FL, San Diego CA, and Las Vegas NV. Please see: https://justbakedkiosk.com/
Job brief:
We are looking for an experienced, energetic, and motivated Technical Support Agent to join our team. This position is primarily responsible for fielding and supporting customer calls and inquiries. Primary job duties include phone and e-mail support, ticket management, resolution, escalation, and communication.
Summary of Key Responsibilities:
- Interacts with customers via telephone, email, or online chat to provide support and information on clearing kiosk faults.
- Fields customer questions and complaints and escalates to Technical Support when necessary.
- Troubleshoot minor technical issues with the Just Baked Smart Bistro machines and escalate issues as necessary.
- Document customer interactions and maintain accurate records in our customer service database.
- Work closely with our field service technicians and Account team to ensure customer satisfaction.
- Participate in ongoing training and development to improve customer service skills and product knowledge.
- Any other related assigned duties.
Qualifications & Skills:
- High school diploma of equivalent required
- Call center experience preferred.
- At least 2 years of experience in a customer support or Technical Support role, preferably in the retail or vending industry.
- Strong communication and interpersonal skills.
- Excellent problem-solving and critical thinking abilities.
- Ability to work independently and as part of a team.
- Proficient computer skills with the ability to learn new software.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
Supervisory Responsibilities:
- None
Travel:
- None
Work Environment:
- Exposure to warehouse environment that may include loud noises.
- Exposure to fluorescent lighting in an office environment.
Additional Eligibility Requirements: Pass background check
Affirmative Action/EEO Statement:
ART, LLC is committed to providing a safe and respectful work environment that promotes diversity, equality and inclusion in accordance with all applicable local, city and county, state and federal laws. Additionally, ART, LLC provides equal employment opportunities to all qualified applicants and employees regardless of race, sex (including gender identity and pregnancy), sexual orientation, national origin, religion, family or parental status, disability (including physical, mental or emotional), genetic information, military service, age, marital or civil union status or any other status as protected under federal, state or local law.
ADA Disclosure:
ART, LLC complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodations are needed to participate in the job application or interview process, or to perform essential job functions, and or to receive their benefits and privileges of employment please contact the Human Resources department.
Automated Retail Technologies LLC participates in E-Verify
