Technical (Level 2) Support Agent - Chicago, United States - Automated Retail Technologies, LLC

Description

Job Title:
Technical (Level 2) Support Agent


Work Hours: 7am - 7pm Sunday through Saturday


FLSA Classification:
Full-time/Hourly/Non-Exempt


Salary Range:
$30-$35 per hour


Reports to:
Support Manager


Original Date: 8/08/2023


Revised Date: 4/15/2024


About Automated Retail Technologies

Job brief:

As a Technical Support Agent at Automated Retail Technologies, you will play a crucial role in providing advanced technical support to our valued customers and clients for our Just Baked - Smart Bistro.

You will be responsible for troubleshooting complex technical issues, assisting Customer Support Agents, and ensuring customer satisfaction through timely and effective problem resolution.

Summary of Key Responsibilities:

• Investigate and resolve complex technical issues escalated from Customer Support Agents or reported directly by customers or clients. This includes hardware, software, and networkrelated problems.
• Develop and maintain an indepth understanding of the Just Baked
• Smart Bistro, services, and technologies to provide accurate and efficient technical assistance.
• Create and maintain detailed and accurate records of customer interactions, troubleshooting steps, and issue resolutions in CRM system.
• Collaborate closely with Customer Support Agents, Level 3 support, and other crossfunctional teams to ensure seamless issue escalation and resolution.
• Communicate technical information to nontechnical customers in a clear and understandable manner.
• Manage customer expectations regarding issue resolution timelines.
• Contribute to the development of knowledge base articles and training materials for Customer Support Agents.
• Identify trends in customer issues and recommend improvements to products or services.
• Provide constructive feedback to the product development team based on recurring technical issues reported by customers.

Qualifications & Skills:

• Associate's degree in a relevant field or equivalent work experience preferred.
• 34 years' experience in technical support, preferably in a Level 2 or similar capacity.
• Proficiency in automated kiosks, electrical and refrigeration is preferred but not required.
• Strong problemsolving and troubleshooting skills.
• Excellent verbal and written communication skills.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Supervisory Responsibilities:

• None.

Travel:

• None.

Work Environment:

• Work from home, must have room in home for designated, quiet workspace
• Exposure to warehouse environment that may include loud noises.
• Exposure to fluorescent lighting in an office environment.

Additional Eligibility Requirements:
Pass background check


Affirmative Action/EEO Statement:


ADA Disclosure:


_Automated Retail Technologies __LLC participates in E-Verify_