ATM Tech Support Specialist - Remote Eligible

ATM Tech Support Specialist

Bitcoin Depot is seeking an ATM Tech Support Specialist that will manage the optimal performance of ATM hardware and software in accordance with our standard operating procedures, provide internal and external customer service support to promote customer and end user satisfaction.

Responsibilities

• Perform scheduled daily reviews of our ATM hardware and software management platform and identify ATM maintenance needs.
• Review internal and external requests and notifications to support ATM performance and end user service needs.
• Effectively triage hardware and software issues and open service calls as needed.
• Manage service calls assigned to providers to completion in accordance to the master service agreement and company KPIs.
• Review and assess ATM camera angles on a weekly basis to ensure customer images are captured in accordance with government regulatory compliance requirements.
• Review ATM performance for chronic behavior and perform root cause analysis to restore ATMs to optimal uptime.
• Liaison with customers as needed to maintain the business partnership and mitigate escalations.
• Make recommendations to improve efficiency within the team and/or cross functional departments.

Qualifications

• A minimum of one year in an ATM technical service role either in a field or call center environment.
• A minimum of a working knowledge level of Kaba Mas locks is preferred.
• Intermediate level or higher knowledge and understanding of using Microsoft Excel and/or Google Sheets.
• Demonstrated ability to manage multiple high priority tasks and shift priorities in a fast paced environment.
• Strong, professional communications skills both orally and written.
• A basic understanding of cryptocurrency.