Technical Support Triage Agent

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

JOB SUMMARY:Serves as the escalation point for internal personnel dealing with high priority, repeat service, or other problems from field technicians and service customers. Assesses, prioritizes and routes each issue to the appropriate resource to ensure timely resolution and minimal equipment downtime.SUPERVISOR RESPONSIBILITIES:NoneESSENTIAL FUNCTIONS / DUTIES & RESPONSIBILITIES:Serve as the escalation point for high priority and repeat service issues for other members of Technician Support, communicating solutions through phone, email, or other Technician Support personnel in direct contact with field technicians working on supported productsGather and verify key information for each request, including site location, equipment type, error codes and problem descriptionAssess the severity and urgency of each issue and assign priority based on established guidelines and service level agreementsPerform deep-dive troubleshooting with available tools and by reviewing problems with Technician Support personnel, historical records, and field technicians to find next-step solutionsEscalate issues that exceed established severity, duration, or repeat-visit thresholds, or that require more extensive analysis, to the Technical Support Team Lead and management; perform root cause analysis where ableCreate service work orders for technicians when on-site service is required or requested by customersFollow up on open requests to confirm resolution and keep customers informed of statusDocument all customer and technician contacts to ensure coworkers have access to current, relevant information related to work order status and site problemsIdentify and report service problem trends and recurring issues to managementUpdate and maintain service requests to ensure accuracy of information and proper prioritization of workAttend training sessions as requiredOther related duties as assignedREQUIREMENTS: (Education, Experience, Skills, Abilities)High school diploma or GEDThree or more years of experience troubleshooting mechanical and/or software issues and documenting workPrevious customer service, call center or help desk experience preferredAbility to clearly and effectively communicate in person and via phone or emailAbility to quickly assess and prioritize multiple issues and remain calm under pressureAbility to learn and maintain technical competency for supported product linesAbility to multi-task and remain organized while fielding several issues at onceExperience with ticketing, work order or CRM systems preferredExperience supporting ATMs, self-service kiosks, or cash-handling equipment preferredFamiliarity with SLA-driven support environments and remote diagnostic or monitoring tools preferredWorking knowledge of Microsoft Office, including the ability to analyze service data in Excel (sorting, filtering, pivot tables)PHYSICAL REQUIREMENTS:The physical demands described here are representative of those that must be met by Team Members to successfully perform the essential functions of the job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.While performing the duties of this job, the Team Member is regularly required to talk and hear. Required to frequently sit, stand, walk, stoop, use hands to finger, handle or feel, and reach with hands and arms. The Team Member is also required to perform frequent repetitive hand and wrist motion, including keyboarding.The Team Member may occasionally be required to lift and/or move office materials and supplies, typically up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.WORK ENVIRONMENT:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, filing cabinets, and other office equipment.This is a full-time position; the department is staffed 364 days a year 7:00 am to 8:00 pm Monday through Friday and 8:00 am to 4:00 pm Saturday, Sunday, and Holidays. Standard hours for this position are typically Monday through Friday, 8:00 am to 5:00 pm, with occasional overtime as business needs require.EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT:Cash 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.OTHER DUTIES:This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required for this role. Duties, responsibilities, and activities may change at any time with or without notice to meet the ongoing needs of the organization