Technical Support Escalation Manager

MRA-The Management Association
United States, Minnesota, Eden Prairie
Oct 15, 2025
Ready Credit Corporation Technical Support Escalation Manager Eden Prairie, MN Job Summary Hybrid technical support role managing new and ongoing kiosk issues - schedule options include Thursday through Monday 8-hours daily with 3 days in-office and 2 days remote or Friday through Monday 10-hours daily with 2 days in-office and 2 days remote. Seeking a results driven professional who is task oriented with strong problem-solving skills. They will maintain and improve uptime on a network that utilizes windows-based PC, LAN Interfaces, WiFi Access Points, and cellular wireless technology to establish a Virtual Private Network on firewall devices to a hosted datacenter. Essential Functions Remotely monitor and diagnose self-service kiosks for any issues needing attention Correct any issues you can remotely and dispatch third party technical support for any you cannot Manage third party technical support to determine and execute any repairs needed and actively follow up on dispatches Partner with third party call centers to ensure timely responses to sites or other vendors as needed Manage customer communication for issues being actioned, including issue notifications and resolutions updates Review and communicate updates for any issues reported by internal teams, including Relationship Management and Service Account Management Utilize ticketing system to track issues and incidents, providing detailed notes for weekly handoff to weekday tech team Configure and troubleshoot Wireless Network Equipment in-person or over the phone Provide reporting weekly on Mondays detailing weekend performance and outstanding issues - designated reporting metrics will be reviewed by the Sr. Kiosk Operations Manager weekly Attend morning tech escalation meetings on Thursday and Friday and document weekend tracking list for ongoing follow-up Recommend and implement process improvements across technical support duties with a focus on efficiency and scalability Other Functions May perform other job-related duties as assigned Education, Experience and Other Skills 5 years experience supporting windows PC, taking support calls, and remotely diagnosing issues 5 years experience troubleshooting hardware and software issues Ability to work independently with limited oversight Excellent communication (both verbal and written) skills, a solid foundation in business application development and a "can-do" attitude Strong attention to detail Must be able to develop formal business documents following established documentation/presentation software packages (or similar products from other vendors): MS-Word, MS-Excel-, MS-PowerPoint Mental and Physical Requirements Ability to handle and be trusted with confidential and/or sensitive information Ability to interact effectively with all levels in the company Ability to work in a fast-paced environment Ability to be flexible and to handle multiple projects in an organized, timely manner Ability to solve problems, work under pressure, and to effectively manage stress Ability to work independently Ability travel with limited overnights Ability to lift 50lbs and move 340lbs equipment with a two-wheel cart or pallet jack