• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location. • Repair of system level issues are based on CSEs technical knowledge, education, and training. • Ensure equipment enhances customer production. • CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. • Cross train and assist other field service engineers as appropriate. • The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. • CSEs spend at least 50% of time at customer site and/or cleanroom factory environment.

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating. • Craft informative, timely, and instructional messages in response to product- and tech-related queries. • Active participant in team meetings and in assisting other colleagues across the company. • Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes. • Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes. • Meet monthly Items per month, CSat and QA minimums and develop consistent performance.

• Investigate and resolve complex issues related to API integrations, online ordering, loyalty programs, and platform configurations. • Analyze system behavior, identify root causes, and provide effective solutions for customers. • Serve as a primary escalation resource for Customer Care and Customer Success teams. • Partner with Engineering and Product teams to troubleshoot and resolve customer-impacting issues. • Deliver timely, professional, and high-quality support through phone, email, and ticketing systems. • Maintain ownership of issues from initial investigation through final resolution. • Configure and troubleshoot menus, promotions, loyalty settings, ordering workflows, and third-party integrations. • Support customers during implementation, optimization, and ongoing platform use. • Create and maintain internal documentation, troubleshooting guides, and knowledge base articles. • Share technical expertise and best practices with teammates to improve overall team effectiveness. • Identify recurring issues and opportunities to improve workflows, support processes, and the customer experience. • Provide feedback to internal teams on product enhancements and common customer pain points. • Work closely with Customer Success, Product, Engineering, and Implementation teams to advocate for customers and drive successful outcomes.

Role Description This position is responsible for providing in-depth ecoATM technical support to the field operations teams and customers on hardware and software related issues. This Machine Support Agent II position is the second tier of technical support for all ecoATM kiosk locations throughout the United States and Puerto Rico. - Provide second-level technical support to field staff in resolving kiosk issues generated via a ticketing system or escalated via first-level technical support team, and provide support to field technicians via phone. - Perform in-depth technical troubleshooting to correct escalated kiosk-related issues by using system tools to diagnose hardware, software, and other machine-related issues. - Educate, support, and mentor field staff and Machine Support Agents on kiosk hardware/software best practices. - Provide feedback and follow-up on kiosk issues; escalate unresolved issues to the appropriate group. - Document, track, and monitor problems to ensure timely resolution. - Assist with technical support initiatives, support internal departmental processes, systems, or special projects as required. - Perform other job-related duties as delegated by the leadership team. Qualifications - High school Diploma or GED required; additional technical certification preferred. - 1+ years of Machine Support Tech experience OR 2+ years of computer operations, network, communications, or related technical support strongly preferred. - 1+ years of experience with advanced system file configuration, software installation and configuration, hardware knowledge, etc. required. - 1+ years of customer service experience required; prior help desk or technical support experience required. - 1+ year of experience with ticket tracking software and technical documentation required. - Must be available to work nights, weekends, and holidays as the department provides 16 hours a day, 7 days a week support. Requirements - Excellent customer service, interpersonal, and communication skills with high attention to detail. - Strong troubleshooting, 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 on an intermediate level (software installation and configuration, etc.). - Basic skills with Microsoft Office. - Basic knowledge of iOS and Android systems preferred. - Ability to adapt in a fast-paced, collaborative, and changing environment. Benefits - Compensation for this position is $21.00 - 22.50/hr with additional benefits. - This position may also be eligible for short-term and long-term incentives based on individual and company performance.