tso

Job Summary

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

*This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

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

Operational Equipment

• N/A

Work Environment and Physical Demands

Work Environment

Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office: Sedentary.

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.

Other details

• Job Family Field Services
• Job Function FSVC: Kiosk Techs
• Pay Type Hourly
• Hiring Rate $20.00

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