Technical Support Lead

Company Overview

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 7,000 automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.

At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.

Position Overview

Provide support to the entire field of kiosks through CRM tools via phone, email, and portal. The Lead researches difficult/escalated cases to provide next steps and ensure appropriate resolution. Supports front line agents with initial questions or during impromptu management coverage. Process opening and closing reports, while monitoring Salesforce queues.

Key Responsibilities

• Manage MS Queues and ensure field services is dispatched in a timely manner
• Ensure that agent utilize time management skills and are available as much as possible
• Must be available to work nights, weekends, holidays as department provides 16 hours a day, 7 days a week support

Education & Experience

• High school diploma, GED, or equivalent work experience required
• 3+ years customer service experience to include technical support or call center required
• Experience with ticket tracking software and technical documentation required

Knowledge, Skills & Abilities

• Motivates support agents, monitoring service levels
• Ability to make sound decisions, multitasking, and resolving escalated calls
• Provides feedback on agent performance, and suggestions for process improvements to management

Pay

Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location.

This position may also be eligible for short-term and long-term incentives based on individual and company performance.