Technical Support Triage Agent

CASH DEPOT LTD•Green Bay, WI

4d•Onsite

About The Position

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.

Requirements

High school diploma or GED
Three or more years of experience troubleshooting mechanical and/or software issues and documenting work
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
Working knowledge of Microsoft Office, including the ability to analyze service data in Excel (sorting, filtering, pivot tables)

Nice To Haves

Previous customer service, call center or help desk experience preferred
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

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