Technical Service Operator (TSO)

The Hillman Group, Inc. • Denver, CO

39d • $22 • Remote

About The Position

We're looking for a Technical Service Operator (TSO) to provide remote technical support for our kiosks. In this role, you'll assist field technicians and customers with troubleshooting hardware, software, machines, motors, and electrical issues. You'll manage a high volume of inbound and outbound calls, provide training, and ensure issues are resolved quickly and effectively. This position will be full time 5 days a week (including one weekend day either Saturday or Sunday). Pay typically starting at $22 an hour but is based on experience. After field training, this position is 100% remote. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Requirements

• High school diploma required
• 2+ years of experience in technical support, call center, or field service.
• Experience with troubleshooting mechanical and electrical systems.
• Excellent communication skills with the ability to explain technical solutions to both technical and non-technical audiences effectively.
• Highly organized, able to multitask, and thrive in a fast-paced environment.
• Proficient in Microsoft Outlook, Excel, and Word.

Responsibilities

• Experience with belts, small motors, tensioning, key accuracy, Pokémon kiosks, mechanical troubleshooting, supporting inbound field calls, etc.
• Provide remote troubleshooting for our field service technicians for our kiosks (i.e. hardware, software, machines, motors, electrical issues).
• Handle heavy inbound calls, outbound calls and/or email volume with customers and field technicians to resolve kiosks issues.
• Train and mentor new field service reps on kiosk repairs.
• Run diagnostics, walk users through solutions, and follow up to confirm resolution.
• Track kiosk performance, run reports, and identify recurring issues and escalate to the appropriate field representative or internal team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees