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Redbox Machine Support Tech (Technical Support Rep) in Oakbrook Terrace, Illinois

Machine Support Tech (Technical Support Rep)

Position Overview

This position is responsible for providing kiosk technical support to the Field Operations team for Redbox and other lines of businesses via phone calls or through our ticketing system. In this position as a Machine Support Tech, you are the first contact of technical support for all kiosk locations throughout the United States and Puerto Rico.

Key Responsibilities

  • Resolve kiosk issues that are generated via a ticketing system and provide front line support to field technicians via phone

  • Perform in depth technical troubleshooting to correct kiosk-related issues by using system tools to diagnose hardware, software and other machine-related issues

  • Provide feedback and follow-up on kiosk issues; escalate unresolved issues to appropriate group

  • Document, track, and monitor problems to ensure timely resolution

  • Perform other job related duties as delegated by leadership team

  • Support and leverage other associates within the department to share best practices and knowledge

Education & Experience

  • High school diploma or GED required; additional technical certification preferred

  • 1+ years of customer service experience required; prior help desk or technical support experience preferred

  • Experience with ticket tracking software and technical documentation preferred

  • Must be available to work nights, weekends and holidays as department provides support 7 days a week from 6am - 11pm.

Knowledge, Skills & Abilities

  • Excellent customer service, interpersonal and communication skills with high attention to detail

  • Strong trouble-shooting, problem-solving and multi-tasking abilities

  • Ability to work independently within established process and direction guidelines

  • Efficient time management practices and ability to prioritize work

  • Competency with Microsoft Windows 7 OS on an intermediate level (software installation and configuration, etc.)

  • Basic knowledge of system file drivers

  • Basic skills with Microsoft Office

  • Ability to adapt in a fast-paced, collaborative, and changing environment

Redbox® is always on the lookout for innovative thinkers. If you like solving problems in new ways, if you’re passionate about ideas that become businesses and you want to be part of a team that values you for everything you are, check us out. You’ll find a diverse, dynamic and welcoming work environment full of exciting challenges and endless opportunity.

If you need an accommodation to complete our application process, please contact us at Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities

Applicants and employees are protected from discrimination under Federal law. For more information please see EEO is the Law.

Posting Notes: || United States || Illinois || Oakbrook Terrace || ||

EOE including Disability/Protected Veterans

If you need an accommodation to complete our application process, please contact us at

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