Technical Support Triage Agent

JOB SUMMARY:

Serves as the escalation point for internal personnel dealing with high priority, repeat service, or other problems from field technicians and service customers. Assesses, prioritizes and routes each issue to the appropriate resource to ensure timely resolution and minimal equipment downtime.

SUPERVISOR RESPONSIBILITIES:

• None

ESSENTIAL FUNCTIONS / DUTIES & RESPONSIBILITIES:

• Serve as the escalation point for high priority and repeat service issues for other members of Technician Support, communicating solutions through phone, email, or other Technician Support personnel in direct contact with field technicians working on supported products
• Gather and verify key information for each request, including site location, equipment type, error codes and problem description
• Assess the severity and urgency of each issue and assign priority based on established guidelines and service level agreements
• Perform deep-dive troubleshooting with available tools and by reviewing problems with Technician Support personnel, historical records, and field technicians to find next-step solutions
• Escalate issues that exceed established severity, duration, or repeat-visit thresholds, or that require more extensive analysis, to the Technical Support Team Lead and management; perform root cause analysis where able
• Create service work orders for technicians when on-site service is required or requested by customers
• Follow up on open requests to confirm resolution and keep customers informed of status
• Document all customer and technician contacts to ensure coworkers have access to current, relevant information related to work order status and site problems
• Identify and report service problem trends and recurring issues to management
• Update and maintain service requests to ensure accuracy of information and proper prioritization of work
• Attend training sessions as required
• Other related duties as assigned

REQUIREMENTS: (Education, Experience, Skills, Abilities)

• High school diploma or GED
• Three or more years of experience troubleshooting mechanical and/or software issues and documenting work
• Previous customer service, call center or help desk experience preferred
• Ability to clearly and effectively communicate in person and via phone or email
• Ability to quickly assess and prioritize multiple issues and remain calm under pressure
• Ability to learn and maintain technical competency for supported product lines
• Ability to multi-task and remain organized while fielding several issues at once
• Experience with ticketing, work order or CRM systems preferred
• Experience supporting ATMs, self-service kiosks, or cash-handling equipment preferred
• Familiarity with SLA-driven support environments and remote diagnostic or monitoring tools preferred
• Working knowledge of Microsoft Office, including the ability to analyze service data in Excel (sorting, filtering, pivot tables)

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms. The Team Member is also required to perform frequent repetitive hand and wrist motion, including keyboarding.

The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.

This is a full-time position; the department is staffed 364 days a year 7:00 am to 8:00 pm Monday through Friday and 8:00 am to 4:00 pm Saturday, Sunday, and Holidays. Standard hours for this position are typically Monday through Friday, 8:00 am to 5:00 pm, with occasional overtime as business needs require.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT:

Cash Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

OTHER DUTIES:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required for this role. Duties, responsibilities, and activities may change at any time with or without notice to meet the ongoing needs of the organization