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Redbox Machine Support Tech in Oakbrook Terrace, Illinois

Position Overview

This position is responsible for providing kiosk technical support to the Field Operations team for Redbox and other lines of businesses via phone calls or through our ticketing system. As a Machine Support Tech, you are the first contact of technical support for all kiosk locations throughout the United States and Puerto Rico.

Our team works in multiple shifts to provide coverage from 6a-11p CST 7 days a week. The role we are hiring for at this time is 2:30p-11p CST Tuesday - Saturday. The days off for this shift are Sunday and Monday.

Key Responsibilities

  • Resolve kiosk issues that are generated via a ticketing system and provide front line support to field technicians via phone

  • Perform in depth technical troubleshooting to correct kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues

  • Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group

  • Document, track, and monitor problems to ensure timely resolution

  • Perform other job related duties as delegated by leadership team

  • Support and leverage other associates within the department to share best practices and knowledge

Education & Experience

  • High school diploma or GED required; additional technical certification preferred

  • 1+ years of customer service experience required; prior help desk or technical support experience preferred

  • Experience with ticket tracking software and technical documentation preferred

  • Must be available to work nights, weekends, and holidays as department provides 24 hours a day, 7 days a week support

Knowledge, Skills & Abilities

  • Excellent customer service, interpersonal and communication skills with high attention to detail

  • Strong trouble-shooting, problem-solving and multi-tasking abilities

  • Ability to work independently within established process and direction guidelines

  • Efficient time management practices and ability to prioritize work

  • Competency with Microsoft Windows 7 OS on an intermediate level (software installation and configuration, etc.)

  • Basic knowledge of system file drivers

  • Basic skills with Microsoft Office

  • Ability to adapt in a fast-paced, collaborative, and changing environment

  • Ability to adapt to working remotely or in the office to meet the needs of the business

Physical Requirements

Sedentary work involves remaining in a stationary position most of the time in front of a computer, using a keyboard, mouse and telephone. Regularly operate a computer and other office equipment. Occasionally move about the work site to access file cabinets, office equipment, etc. Exert up to 10 lbs. of force occasionally, and/or a negligible amount of force frequently or regularly move objects. Communicate and exchange information with co-workers and others in person and electronically.

This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Redbox® is always on the lookout for innovative thinkers. If you like solving problems in new ways, if you’re passionate about ideas that become businesses and you want to be part of a team that values you for everything you are, check us out. You’ll find a diverse, dynamic and welcoming work environment full of exciting challenges and endless opportunity.

If you need an accommodation to complete our application process, please contact us at careers@redbox.com. Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities

Applicants and employees are protected from discrimination under Federal law. For more information please see EEO is the Law.

Posting Notes: || United States || Illinois || Oakbrook Terrace || ||

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