Technical Support Lead

Responsibilities

• Provide support to the entire field of kiosks through CRM tools via phone, email, and portal
• Research difficult and escalated cases to provide next steps and ensure resolution
• Support front line agents with initial questions or during impromptu management coverage
• Process opening and closing reports while monitoring Salesforce queues
• Manage MS Queues and ensure field services are dispatched in a timely manner
• Monitor agent time management and availability
• Provide feedback on agent performance and suggestions for process improvements

Requirements

• High school diploma, GED, or equivalent work experience
• 3+ years of customer service experience including technical support or call center
• Experience with ticket tracking software and technical documentation
• Availability to work nights, weekends, and holidays to support 16/7 operations

About the Company

ecoATM is a technology company and a pioneer of device re-commerce, operating 7,000 automated kiosks and the online marketplace Gazelle.com to promote mobile device re-use and reduce e-waste.