Technical Support Agent I

ecoATM • San Diego, CA

10d

About The Position

The Technical Support Agent I provides technical support for ecoATM kiosks to field operations teams and customers by phone or through the ticketing system. This role is the first point of contact for technical support across all ecoATM kiosk locations and focuses on diagnosing and resolving kiosk hardware, software, and other machine-related issues. The agent documents and monitors problems, follows up on issues, and escalates unresolved matters to the appropriate group while supporting knowledge sharing across the department.

The position is based in San Diego, California. Agents must have open availability to work days, nights, weekends, and holidays to support department operations for 16 hours a day, seven days a week. The schedule remains consistent from week to week. The stated base pay is $19.00–$22.00 per hour; pay may vary based on job-related knowledge, skills, experience, and market location. The position may also be eligible for short- and long-term incentives based on individual and company performance. Benefits information is referenced through a company link but specific benefits are not listed in the posting.

Requirements

• High school diploma or GED.
• At least 3 years of experience troubleshooting or repairing robotics, complex machinery, or similar kiosk technology.
• Excellent customer service, interpersonal, and communication skills, with high attention to detail.
• Strong troubleshooting, problem-solving, and multitasking abilities.
• Ability to work independently within established processes and direction guidelines.
• Efficient time-management practices and ability to prioritize work.
• Intermediate competency with Microsoft Windows, including software installation and configuration.
• Basic knowledge of system file drivers.
• Basic skills with Microsoft Office.
• Ability to adapt to a fast-paced, collaborative, and changing environment.
• Flexible availability to work days, nights, weekends, and holidays; the schedule supports 16 hours a day, 7 days a week, and remains consistent week to week.

Nice To Haves

• Additional technical certification.
• Experience in a call center environment.
• Experience with ticket-tracking software and technical documentation.
• Basic knowledge of iOS and Android systems.

Responsibilities

• Resolve kiosk issues submitted through the ticketing system and provide front-line support to field technicians or customers through the phone IVR system.
• Troubleshoot kiosk issues in depth using system tools to diagnose hardware, software, and other machine-related problems.
• Provide feedback and follow-up on kiosk issues and escalate unresolved issues to the appropriate group.
• Document, track, and monitor problems to ensure timely resolution.
• Perform other job-related duties as delegated by the leadership team.
• Support and leverage other department associates to share best practices and knowledge.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED