ATM Tech Support Specialist

Bitcoin Depot; Atlanta (GA); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is looking for an ATM Tech Support Specialist to ensure the optimal performance of ATM hardware and software. This entry-level role involves managing service calls, performing maintenance reviews, and providing excellent customer service. Join a remote-first environment that values teamwork and innovation while contributing to the largest Bitcoin ATM network globally. If you are passionate about technology and customer satisfaction, this opportunity is perfect for you to grow and make a significant impact.

Benefits

401K Matching

Health Benefits

Paid Wellness Membership

Equity

Paid Time Off

Annual Team Building Events

Virtual Team Building Events

Qualifications

• Minimum one year in ATM technical service role required.
• Intermediate knowledge of Excel and/or Google Sheets preferred.

Responsibilities

• Manage ATM hardware and software performance and maintenance.
• Triage hardware and software issues, ensuring optimal uptime.
• Liaison with customers to maintain partnerships and mitigate escalations.

Skills

Technical Support

Communication Skills

Problem Solving

Time Management

Basic Understanding of Cryptocurrency

Education

High School Diploma or Equivalent

Tools

Microsoft Excel

Google Sheets

Job description

Bitcoin Depot is seeking an ATM Tech Support Specialist that will manage the optimal performance of ATM hardware and software in accordance with our standard operating procedures, provide internal and external customer service support to promote customer and end user satisfaction.

Bitcoin Depot is the largest Bitcoin ATM Network in the world offering users the ability to buy and sell Bitcoin at thousands of BTM and BDCheckout locations.

We are proud to be an Atlanta Journal-Constitution Top Work Place for 2021 and 2022, the inc 5000, and placing on the ACG Georgia Fast 40 list for two consecutive years. We currently trade on the NASDAQ under the ticker symbol BTM.

Responsibilities

• Perform scheduled daily reviews of our ATM hardware and software management platform and identify ATM maintenance needs.
• Review internal and external requests and notifications to support ATM performance and end user service needs.
• Effectively triage hardware and software issues and open service calls as needed.
• Manage service calls assigned to providers to completion in accordance to the master service agreement and company KPIs.
• Review and assess ATM camera angles on a weekly basis to ensure customer images are captured in accordance with government regulatory compliance requirements.
• Review ATM performance for chronic behavior and perform root cause analysis to restore ATMs to optimal uptime.
• Liaison with customers as needed to maintain the business partnership and mitigate escalations.
• Make recommendations to improve efficiency within the team and/or cross functional departments.
• Assist other team members and perform other duties as assigned from time to time.

Qualifications

• A minimum of one year in an ATM technical service role either in a field or call center environment.
• A minimum of a working knowledge level of Kaba Mas locks is preferred.
• Intermediate level or higher knowledge and understanding of using Microsoft Excel and/or Google Sheets.
• Demonstrated ability to manage multiple high priority tasks and shift priorities in a fast paced environment.
• Strong, professional communications skills both orally and written.
• A basic understanding of cryptocurrency.

Benefits

• 401K Matching
• Health benefits offered with a company contribution towards premiums
• Paid wellness membership
• Equity
• Paid time off & holidays
• Annual in-person team building events
• Virtual team building events
• Remote first environment

Bitcoin Depot provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Seniority level

Entry level

Employment type

Full-time

Job function

Information Technology