Under the direction of the Director of TSO, the Technical Service Operator provides remote technical assistance and support for new Kiosk Techs and assist with incoming queries related to kiosks including software and hardware issues. TSO employees research, troubleshoot, and deliver solutions by advising on the methods, steps, and actions to resolve and avoid future issues and provide documentation as needed.
Essential Job Functions
Remotely train new field service representatives on kiosk repairs
Maintain daily performance reports of kiosks and dispatch to appropriate field reps
Respond to email messages and phone calls from field representatives seeking help
Walk field reps through problem-solving process
Run diagnostic programs to resolve problems
Follow up with field reps to ensure issue has been resolved
Run reports to determine malfunctions that continue to occur
Education & Experience
High School Diploma or GED
Experience in a remote technical support setting
Troubleshooting experience in a technical center environment
Competencies – Knowledge, Skills, And Abilities
Proficient with Outlook, Excel & Word
Organized
Strong written and verbal communication skills
Motivated and positive
Problem Solving - Identifies and analyzes problems; weighs relevance and accuracy of information; evaluates and generates alternative solutions; makes recommendations
Resilience - Positively impacts the team and the organization by dealing effectively with pressure; remains optimistic and recovers quickly from setbacks
Initiative and the ability to offer new ideas
Leadership - Shows a high degree of personal integrity, honesty and ethical behavior; respects & protects confidential information; holds self-accountable for results
Continual Learning - Assesses and recognizes own strengths and weaknesses; pursues self-development
Organizational Awareness- Makes decisions, and performs in a manner which is aligned with the organization's mission, vision, and values
Hourly Range $21-$22
Job Type Full-time
Job Location Boulder, CO/Tempe, AZ - Remote
Benefits
HSA/HRA Medical Plans, Prescription Drugs, Dental, Vision, Paid Time Off, Paid Holidays, Floating Holidays, 401K
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The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
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Seniority level
Entry level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Manufacturing
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