[Hiring] Customer Technical Support II REMOTE USA
Position: Customer Technical Support II
Date Posted: July 31, 2025
Industry: Consumer Products / Technical Support / Engineering Services
Employment Type: Full Time
Experience: 3–5 Years
Qualification: High School Diploma (Associate’s Degree Preferred)
Salary: $18 to $20 per hour
Location: Tempe, AZ, USA (REMOTE)
Company: The Hillman Group
Description:
The Hillman Group is currently seeking a technically skilled and mechanically inclined Customer Technical Support II professional to join our remote team, based in Tempe, Arizona. This role is ideal for individuals with hands-on experience in both hardware troubleshooting and mechanical servicing, particularly with automated, interactive kiosks.
You’ll be responsible for assessing, repairing, and supporting intricate kiosk systems that involve small motors, gears, control boards, and software components. If you’re someone who thrives on solving complex tech-mechanical issues and enjoys supporting field technicians with precise instructions, this is the role for you.
🛠️ Core Responsibilities:
- Serve as the initial point of contact for customers with kiosk issues
- Troubleshoot mechanical and technical failures in self-service kiosks
- Diagnose and repair intricate mechanisms such as DC motors, levers, cams, rails, and control boards
- Evaluate technical documents, manuals, and diagrams for diagnosis and repair
- Update and install firmware or software remotely on kiosks
- Maintain thorough documentation of repair activities and troubleshooting results in internal systems (E1/K2)
- Coordinate with field technicians for hardware retrofits and complex on-site repairs
- Recommend and order necessary replacement components
- Support internal teams and assist in training new technical staff
- Attend regular departmental meetings and contribute to continuous improvement discussions
- Available for occasional evenings, weekends, holidays, or overtime as needed
🎓 Education & Experience Requirements:
- High school diploma, GED, or equivalent (Associate’s degree in mechanical or electrical engineering preferred)
- 3–5 years of technical support or help desk experience
- Demonstrated experience in troubleshooting hardware/software systems
- Background in complex subassembly repair and PC-based mechanical testing preferred
🧠 Skills & Competencies:
- Strong knowledge of computer systems, hardware, software, and network protocols
- Mechanical aptitude with experience in servicing electromechanical equipment
- Familiarity with electrical wiring and circuitry
- Experience in remote technical support or help desk environments
- Strong analytical, problem-solving, and documentation skills
- Excellent verbal communication and collaboration skills
- Ability to train and guide junior technical staff
- Motivated and adaptable, with a passion for continuous learning and improvement
⏱ Schedule:
Monday to Friday
Shift: 6:00 AM – 2:30 PM or 8:30 AM – 5:00 PM (Arizona Time)
💲 Compensation:
Pay ranges from $18 to $20 per hour, depending on experience.
The Hillman Group fosters an inclusive work environment and provides equal employment opportunities to all individuals regardless of background. We are committed to maintaining a safe, respectful, and diverse workplace.
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