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.

• Analisar, propor soluções tecnológicas, desenvolver e implementar sistemas de informação • Elaborar artefatos (Documento de Requisitos, Casos de Uso, Especificações Funcionais e Técnicas), garantindo aderência à LGPD e segurança da informação • Realizar registro de regras de negócio, modelagem de dados e mapeamento de processos • Testar, treinar e implantar soluções, mantendo comunicação constante com a equipe.

• Atender e resolver chamados de incidentes e solicitações relacionados à gestão de acessos (criação, alteração e revogação de acessos) nos sistemas corporativos. • Atuar com gestão de identidade e acesso em ambiente Microsoft (Active Directory, Microsoft 365, etc); • Administrar perfis e permissões em sistemas como ERPs, ferramentas colaborativas, sistemas internos e de terceiros. • Realizar análises de conformidade e segregação de funções (SoD) conforme políticas de segurança da informação da indústria. • Registrar e manter a documentação técnica dos processos de gestão de acesso. • Interagir com equipes locais e internacionais, garantindo um atendimento ágil, claro e em conformidade com os SLAs definidos. • Participar de auditorias internas e externas quando necessário, fornecendo evidências de acessos e ações executadas. • Sugerir melhorias nos processos e ferramentas de controle de acesso. • Trabalhar em conformidade com os padrões ITIL e práticas de segurança da informação (como ISO 27001).

Role Description We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. - Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. - Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - Completely non-scripted problem-solving. - Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. - Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with game priorities. - Provide structured, data-backed feedback to improve client satisfaction and in-game experience. - Contribute to a feedback loop between players, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. Privacy Agreement By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice .