At Olea Kiosks, the Level I Technical Support Specialist plays a pivotal role in delivering exceptional technical assistance to our global clientele, ensuring seamless operation of our state-of-the-art self-service kiosks. This entry-level position is crucial for maintaining high customer satisfaction and uptime for kiosks deployed in retail, hospitality, gaming, and transportation sectors, directly contributing to the company's reputation as a leader in interactive kiosk technology. As a Level I Technical Support Specialist, your day-to-day tasks will revolve around providing first-line technical support via phone, email, and remote tools. You will triage incoming support tickets, diagnose common hardware and software issues on Olea kiosks, and guide users through basic troubleshooting steps such as rebooting systems, checking connections, and updating firmware. Weekly, you will follow up on open cases, document resolutions in our CRM system, and escalate complex problems to Level II engineers with detailed notes. Monthly responsibilities include generating reports on support metrics like average resolution time and ticket volume, participating in team knowledge-sharing sessions, and assisting in basic testing of new kiosk prototypes. Collaboration is key; you will work closely with sales, field service technicians, and product development teams to relay customer feedback and improve product reliability. Key deliverables include achieving a 90% first-contact resolution rate and maintaining comprehensive ticket documentation for audit purposes. To succeed in this role, candidates must possess an Associate's degree in Information Technology, Computer Science, or a related field, or equivalent vocational training. We require at least 1 year of hands-on experience in technical support, help desk operations, or customer-facing IT roles, with familiarity in supporting Windows-based systems and peripheral devices. Proficiency in diagnostic tools like remote desktop software, ticketing systems such as Zendesk or ServiceNow, and basic networking concepts including TCP/IP and Wi-Fi troubleshooting is essential. Knowledge of kiosk hardware components like touchscreens, printers, and payment terminals is highly desirable, along with any CompTIA A+ certification. Strong problem-solving abilities and a customer-centric mindset are non-negotiable. Technical expertise in operating systems like Windows 10/11, office productivity suites, and remote support platforms forms the foundation of success here. Equally important are soft skills such as excellent verbal and written communication to explain technical concepts to non-technical users, patience under pressure during high-volume support periods, and a proactive attitude toward learning new technologies. You should thrive in a fast-paced environment, demonstrating attention to detail in logging issues and adaptability to shifting priorities based on customer needs. Olea Kiosks, headquartered in Cerritos, CA, is a pioneering manufacturer of customizable self-service kiosks, empowering businesses worldwide with innovative solutions for customer engagement. Our mission is to deliver reliable, user-friendly technology that enhances operational efficiency. We foster a collaborative, innovative culture with a flat team structure where support specialists interact directly with engineers and executives. What sets us apart is our commitment to work-life balance, continuous learning through in-house training, and a vibrant workplace featuring modern facilities and team-building events. We offer competitive compensation with salary not specified, commensurate with experience, alongside comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and life insurance. Enjoy generous paid time off starting at 15 days annually, flexible scheduling options, and professional development stipends for certifications. Additional perks include employee discounts on company products, wellness programs, and opportunities for hybrid work arrangements after onboarding. Advancement is encouraged at Olea Kiosks, with clear paths to Level II Support, Field Technician, or Product Specialist roles based on performance. We invest in your growth through mentorship programs, online courses, and conference attendance. To apply, submit your resume and cover letter via our careers portal, highlighting your technical support experience.