Technical Support Lead

ecoATM • Louisville, KY

6d

About The Position

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 7,000 automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology. At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet. Our Values and Leadership Behaviors Position Overview: Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.

Requirements

• High school diploma, GED, or equivalent work experience required
• 3+ years customer service experience to include technical support or call center required
• Experience with ticket tracking software and technical documentation required
• Motivates support agents, monitoring service levels
• Ability to make sound decisions, multitasking, and resolving escalated calls
• Provides feedback on agent performance, and suggestions for process improvements to management

Responsibilities

• Responsible for managing MS Queues and ensure field services is dispatched in a timely manner
• Ensure that agent utliize time management skills and are available as much as possible
• Must be available to work nights, weekends, holidays as department provides 16 hours a day, 7 days a week support

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees