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Client Care Associate
2 months ago
Customer Service Tier 1
Department: Customer Service Location: Louisville, CO
About KIOSK Information Systems:
KIOSK Information Systems is at the forefront of digital transformation, providing self-service solutions that enhance customer experiences while optimizing operational efficiencies. With over 27 years in the industry and more than 250,000 kiosks deployed, we are a trusted partner for leading retailers and Fortune 500 companies, offering expertise in design, engineering, manufacturing, application development, integration, and support services. Our innovative range of kiosk solutions, coupled with managed services and IoT capabilities, ensures a seamless user experience in a dynamic and rapidly evolving industry.
We pride ourselves on our comprehensive product portfolio, all developed within a single professional and manufacturing campus. Our team is high-performing and customer-focused, fostering a respectful, enjoyable, and collaborative work environment that promotes a healthy work-life balance.
KIOSK is currently seeking a Tier One Customer Care Agent, a vital member of our Customer Experience (CX) Team. This role serves as the initial point of contact for our esteemed customers, assisting in troubleshooting and resolving issues related to kiosk components and software. The Agent will efficiently address concerns via phone or ticket submissions, coordinating the distribution of parts and scheduling on-site technician visits for component replacements. This position demands quick thinking and exceptional verbal and written communication skills, essential for addressing inquiries regarding custom kiosks across North America. The Customer Care Agent will also collaborate with senior CX Team members on more complex issues that require advanced resolution expertise. This fast-paced role is ideal for a technically adept and customer-oriented professional, offering significant opportunities for career advancement.
Key Responsibilities:
- Serve as the primary contact for customers seeking assistance with technical issues.
- Provide troubleshooting and technical support for applications and hardware.
- Handle inbound calls and emails from users and businesses requesting assistance or information.
- Document outcomes and steps taken to resolve issues clearly.
- Coordinate the shipment of components from the KIOSK warehouse to the field.
- Manage the dispatch of on-site technicians for hardware replacement and troubleshooting.
- Perform additional duties as required.
Required Skills:
- High school diploma.
- Basic understanding of the Windows Operating System and fundamental computer diagnostics.
- Ability to prioritize tasks in a fast-paced, high-volume environment.
- Capable of working independently with minimal supervision.
- Excellent verbal and written communication skills.
Desired Skills:
- Experience in a technical or help desk role is preferred.
- Adaptability and openness to new ideas and perspectives.
- 1-2 years of experience in a customer service setting.
Travel:
No travel required.
Physical Requirements:
Must be able to sit or stand for extended periods.
Compensation:
The starting hourly rate will be determined based on various factors, including relevant work experience, skills, and certifications.
Benefits:
KIOSK values its employees and offers a comprehensive benefits package, including:
- Medical insurance (three plans available, with one plan fully company-paid).
- Dental insurance (company-paid for employee-only coverage).
- Vision insurance (company-paid for employee-only coverage).
- Life insurance (company-paid).
- Short and long-term disability insurance (company-paid).
- Flexible spending accounts.
- 401(k) match with immediate vesting.
- Employee assistance program.
- Paid time off.
- Ten paid holidays per calendar year.
- Annual bonus program.
