Technical Support Agent I
ecoATM Gazelle
$19 / hour
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Description
Company Overview (Who are we? Why should you join us?)
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
This position is responsible for providing ecoATM kiosk technical support to the field operations teams and customers via phone calls or through our ticketing system. In this position as a Technical Support Agent, you are the first contact of technical support for all ecoATM kiosk locations. We're a hard-working team who also loves to have fun and provide excellent customer service!
Key Responsibilities
- Resolve kiosk issues that are generated via a ticketing system and provide front-line support to field technicians or ecoATM customer via phone IVR system
- Perform in-depth technical troubleshooting to correct kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues
- Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group
- Document, track, and monitor problems to ensure timely resolution
- Perform other job-related duties as delegated by leadership team
- Support and leverage other associates within the department to share best practices and knowledge
- Schedule Expectation: must be flexible and available to work days, nights, weekends and holidays as department provides 16 hours a day, 7 days a week support. The schedule will remain consistent week-to-week.
Education & Experience
- High school diploma or GED required; additional technical certification preferred
- Must have 3+ years of experience troubleshooting or repairing of robotics, complex machinery or similar Kiosk Technology
- Experience in a call center environment highly preferred
- Experience with ticket tracking software and technical documentation preferred
Knowledge, Skills & Abilities
- Excellent customer service, interpersonal and communication skills with high attention to detail
- Strong troubleshooting, problem-solving and multi-tasking abilities
- Ability to work independently within established process and direction guidelines
- Efficient time management practices and ability to prioritize work
- Competency with Microsoft Windows on an intermediate level (software installation and configuration, etc.)
- Basic knowledge of system file drivers
- Basic skills with Microsoft Office
- Basic knowledge of iOS and Android systems preferred
- Ability to adapt in a fast-paced, collaborative, and changing environment
Hourly Pay: $19.00/hr. - 22.00/hr.
Location: San Diego, CA
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned.
Open availability – must be flexible to workdays, nights, weekends, and holidays as department provides 16 hours a day, 7 days a week support.
Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits here.
This position may also be eligible for short-term and long-term incentives based on individual and company performance.
This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.
Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.
About this role
ecoATM Gazelle is looking for a Technical Support Agent to serve as the first line of support for its network of automated kiosks. You'll handle incoming tickets and phone calls from field technicians and customers, diagnosing and resolving hardware, software, and machine-related issues using system diagnostic tools. The role involves troubleshooting complex equipment, documenting problems, escalating when needed, and collaborating with teammates to share solutions and best practices.
This position requires at least three years of hands-on experience troubleshooting or repairing robotics, complex machinery, or similar kiosk technology. Call center experience is highly preferred. You'll need a high school diploma or GED, intermediate Windows proficiency, familiarity with ticket tracking software, and basic knowledge of system drivers and iOS/Android. Strong communication skills, attention to detail, and the ability to work independently while prioritizing multiple tasks are essential.
The role is full-time, in-office in San Diego, with a starting salary of $19–$22 per hour depending on experience. Be prepared for flexible scheduling: the department operates 16 hours daily, seven days a week, so you'll need availability for days, nights, weekends, and holidays on a consistent weekly schedule.
How this employer is doing
solid
- Expanding
- Recently Raised Funding
In the news
ecoATM Gazelle Expands Self-Service Kiosks for Recycling and Reusing Smartphones to Alaska, Alaska Business Magazine
This role's local market on JobMinglr
Pay for this role
$19 per hour
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