Customer Care Tier I

Kiosk Information Systems; Louisville (CO); On-site; USD 27,552 - 33,062; Full time

Benefits offered by this job

Medical plans

Dental

Vision

Life Insurance

Disability insurance

FSA

Job summary

KIOSK Information Systems in Louisville, CO is seeking a Customer Care Technician 1 to assist customers with kiosk product issues and guide them through troubleshooting hardware and software on PCs. This on-site role emphasizes clear communication and effective problem resolution.

Responsibilities include documenting outcomes, escalating when necessary, and coordinating parts dispatch to field technicians. The position starts at $22.00 per hour with a comprehensive benefits package and no travel.

Qualifications

• High school diploma is required.
• Technical knowledge of Windows OS and hardware troubleshooting on PCs.
• Ability to prioritize and work in a fast-paced high-volume environment.
• Work independently with minimal supervision.
• Exceptional verbal and written communications.

Responsibilities

• Act as the first point of contact for customers seeking help with products or technical issues.
• Ensure all customer phone calls or e-mails requesting assistance or information are answered promptly.
• Assess if issues can be resolved by level 1 tech or refer to higher-level tech as needed.
• Provide troubleshooting and technical assistance with applications and hardware.
• Clearly document outcomes and steps taken.
• Order and track parts to dispatch to field technicians as required.
• Other duties as required.

Skills

High school diploma

Windows OS troubleshooting

Fast-paced environment

Independent/work independently

Verbal and written communications

Job description

Career Opportunities with Kiosk Information Systems

A great place to work.

Careers At Kiosk Information Systems

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About Working at KIOSK Information Systems:

KIOSK helps organizations digitally transform by enabling automation with self-service solutions to improve the customer experience, while increasing operational and cost efficiencies. With 30 years of experience and 250,000+ kiosks deployed, KIOSK is a market leader and trusted partner of Top 100 Retailers and Fortune 500 clients delivering proven expertise in design engineering and manufacturing, application development, integration, and comprehensive support services. We offer an innovative portfolio of kiosk solutions along with managed services and IoT capabilities to ensure a seamless user experience. Self-service is a fast paced and exciting industry with high professional growth potential.

The company offers a full spectrum product portfolio with all solution disciplines in one professional / manufacturing campus. We are a high performing and customer-centric team. KIOSK provides a respectful, fun, and collaborative work environment with great benefits and work / life balance.

The Customer Care Technician 1 fields calls or emailed requests from customers who are having trouble with some aspect of a kiosk system. By listening to a description of the problem and accessing information about the specific system or application the user is trying to operate, the technician endeavors to guide the customer to troubleshoot software and hardware failures when related to kiosk computers and components. The technician will make suggestions, attempting different means of fixing the issue until it is resolved. In the event that the problem persists or is beyond the technician’s capabilities, the issue can be escalated to a higher-level technician. Customer Care Technicians can suggest a workaround until a problem can be permanently resolved. If the issue is identified as a hardware failure, facilitation of replacement through warranty support including dispatch of field technicians may be required.

Responsibilities:

• Act as the first point of contact for customers seeking help with products or technical issues.
• Ensure that all customer phone calls or e-mails requesting assistance or information are immediately answered.
• Assess and use best judgement to ensure the customer issues can be resolved by a level 1 technician or if a referral to a higher-level technician is required.
• Provide troubleshooting and technical assistance with applications and hardware.
• Clearly document outcomes and steps taken.
• Order and track parts to dispatch to field technicians as required.
• Other duties as required.

Required Skills:

• High school diploma.
• Must have technical knowledge of Windows OS and all communication and hardware troubleshooting on PC’s.
• Ability to prioritize and work in a fast-paced high-volume environment.
• Work independently with minimal supervision.
• Exceptional verbal and written communications.

Desired Skills:

• Experience as a technician or help desk position, desirable.
• Adaptability – Being open to and actively solicit new ideas and opinions.
• 1-2 years’ experience in a customer service environment.

Travel:

• No Travel

Physical:

• Must be able to sit / stand 8 hours

Starting Hourly Rate

$22.00 per hour. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, and certifications.

KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions