Job Description
Job Description
Ready Credit Corporation
Technical Support Escalation Manager
Eden Prairie, MN
- Must reside in Minnesota with the ability to drive to Eden Prairie on a hybrid schedule
Job Summary
Hybrid technical support role managing new and ongoing kiosk issues – schedule options include Thursday through Monday 8-hours daily with 3 days in-office and 2 days remote or Friday through Monday 10-hours daily with 2 days in-office and 2 days remote. Seeking a results driven professional who is task oriented with strong problem-solving skills. They will maintain and improve uptime on a network that utilizes windows-based PC, LAN Interfaces, WiFi Access Points, and cellular wireless technology to establish a Virtual Private Network on firewall devices to a hosted datacenter.
Essential Functions
Remotely monitor and diagnose self-service kiosks for any issues needing attentionCorrect any issues you can remotely and dispatch third party technical support for any you cannotManage third party technical support to determine and execute any repairs needed and actively follow up on dispatchesPartner with third party call centers to ensure timely responses to sites or other vendors as neededManage customer communication for issues being actioned, including issue notifications and resolutions updatesReview and communicate updates for any issues reported by internal teams, including Relationship Management and Service Account ManagementUtilize ticketing system to track issues and incidents, providing detailed notes for weekly handoff to weekday tech teamConfigure and troubleshoot Wireless Network Equipment in-person or over the phoneProvide reporting weekly on Mondays detailing weekend performance and outstanding issues – designated reporting metrics will be reviewed by the Sr. Kiosk Operations Manager weeklyAttend morning tech escalation meetings on Thursday and Friday and document weekend tracking list for ongoing follow-upRecommend and implement process improvements across technical support duties with a focus on efficiency and scalabilityOther Functions
May perform other job-related duties as assignedEducation, Experience and Other Skills
5 years experience supporting windows PC, taking support calls, and remotely diagnosing issues5 years experience troubleshooting hardware and software issuesAbility to work independently with limited oversightExcellent communication (both verbal and written) skills, a solid foundation in business application development and a “can-do” attitudeStrong attention to detailMust be able to develop formal business documents following established documentation / presentation software packages (or similar products from other vendors) : MS-Word, MS-Excel-, MS-PowerPointMental and Physical Requirements
Ability to handle and be trusted with confidential and / or sensitive informationAbility to interact effectively with all levels in the companyAbility to work in a fast-paced environmentAbility to be flexible and to handle multiple projects in an organized, timely mannerAbility to solve problems, work under pressure, and to effectively manage stressAbility to work independentlyAbility travel with limited overnightsAbility to lift 50lbs and move 340lbs equipment with a two-wheel cart or pallet jackWe Make it Easy
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