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<\/p>\n
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<\/p>\n
Schedule:
Mon-Fri: 6 pm ET-10 pm ET (00:0004:00 CEST)<\/p>\n","protected":false},"excerpt":{"rendered":"
Key Responsibilities: Agents in this role handle both incoming and…<\/p>\n","protected":false},"author":13951,"featured_media":0,"parent":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_mo_disable_npp":"","rwu_salary_min":0,"rwu_salary_max":0,"rwu_salary_currency":"","rwu_salary_period":"","rwu_english_level":"B2","rwu_experience_months":12,"rwu_candidate_countries":"","rwu_company_type":"\u041f\u0440\u043e\u0434\u0443\u043a\u0442\u043e\u0432\u0430 \u043a\u043e\u043c\u043f\u0430\u043d\u0456\u044f","rwu_industry":"other","rwu_part_time":true,"rwu_source_views":32,"rwu_source_applications":3,"rwu_source_category":"Support","rwu_source_name":"Djinni.co","rwu_source_url":"https:\/\/djinni.co\/jobs\/850455-support-representative-night-shift\/"},"job_category":[63],"job_type":[54],"class_list":["post-4031124","job","type-job","status-publish","hentry","job_category-pidtrimka-kliientiv","job_type-povna-zainiatist"],"yoast_head":"\n