Customer Support & Troubleshooting:
Provide real-time technical support to customers, addressing issues related to ATM kiosks, cash handling, and bitcoin transaction software.
Respond to inquiries via phone, email, or chat, assisting users with transaction issues, hardware malfunctions, software errors, and general inquiries.
Troubleshoot and diagnose problems related to both hardware (e.g., ATM screens, card readers, cash dispensers) and software (e.g., digital wallets, transaction processing systems).
Hardware Support for ATM Kiosks:
Guide users through resolving ATM hardware issues, such as cash dispensing errors, connectivity issues, or screen malfunctions.
Collaborate with field technicians for complex hardware repairs, providing remote diagnostics and support to expedite issue resolution.
Assist merchants and partners in setting up, maintaining, and configuring ATM kiosks, ensuring they are operational and compliant with company standards. Software Support for Transactions:
Troubleshoot software-related issues affecting bitcoin and cash transactions, digital wallets, and partner network management.
Walk customers through software features, user interfaces, and transaction processes, ensuring they understand the platform and can use it effectively.
Collaborate with internal development teams to identify and escalate software bugs, providing detailed reports and feedback for quick resolution.
Partner & Merchant Support:
Support merchants hosting ATMs in their stores, assisting with setup, maintenance, and transaction-related issues.
Assist partners who manage networks of ATMs using the company’s software, addressing both hardware compatibility and software integration issues.
Provide training and guidance to merchants and partners on using the software platform for transaction management and reporting. Documentation & Reporting:
Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in the support ticketing system (e.g., Zendesk).
Create and update knowledge base articles, FAQs, and user guides to help customers resolve common issues independently.
Provide feedback to product, QA, and engineering teams based on recurring customer issues, contributing to product improvements and feature development. Compliance & Security:
Ensure all support interactions adhere to regulatory compliance standards (e.g., KYC, AML) and security protocols related to both bitcoin and cash transactions.
Maintain the confidentiality and security of customer information during all interactions, following best practices for data protection.
