Escalation Tech Support Specialist

Cash-Depot-Ltd; Green Bay (WI); On-site; USD 42,000 - 66,000; Full time

Job summary

Cash Depot is seeking an experienced Technician Support Escalation Specialist to act as the escalation point for high-priority service issues, coordinate with field technicians, and ensure timely resolution with minimal downtime. The role requires strong communication, triage, and documentation across CRM systems, with standard office hours and occasional overtime.

This is a full-time on-site position in Green Bay, WI, offering opportunities to investigate root causes, generate work orders, and

Qualifications

• High school diploma or GED.
• Three+ years troubleshooting mechanical and/or software issues and documenting work.
• Previous customer service, call center or help desk experience preferred.
• Clear and effective written and verbal communication.
• Ability to prioritize multiple issues and stay organized under pressure.

Responsibilities

• Escalate high-priority and repeat service issues to the appropriate team.
• Gather site location, equipment type, error codes and problem description.
• Assess severity and urgency; assign priority per SLAs.
• Perform deep-dive troubleshooting using available tools and records.
• Create service work orders when on-site service is needed; follow up on status.

Skills

Troubleshooting

Customer service

Communication

Prioritization under pressure

Multi-tasking

Excel / Office

CRM systems

Remote diagnostics tools

Education

High school diploma or GED

Tools

CRM systems

Ticketing systems

Work order systems

Job description

Cash Depot is seeking an experienced Technician Support Escalation Specialist to act as the escalation point for high-priority service issues, coordinate with field technicians, and ensure timely resolution with minimal downtime. The role requires strong communication, triage, and documentation across CRM systems, with standard office hours and occasional overtime.

This is a full-time on-site position in Green Bay, WI, offering opportunities to investigate root causes, generate work orders, and