Support Representative (night shift)

Key Responsibilities:
Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.
First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications:
1+ year of experience in customer support, help desk, or technical troubleshooting roles
Familiarity with kiosk systems, POS hardware, or retail environments preferred
Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP)
Ability to manage multiple cases at once while staying organized and responsive
Excellent communication skills able to clearly explain solutions to both technical and non-technical users
Experience with Freshdesk, Jira, or similar ticketing tools is a plus
Exposure to MDM tools and payment hardware is helpful but not required

Schedule:
Mon-Fri: 6 pm ET-10 pm ET (00:0004:00 CEST)