Customer Support Specialist

Role Overview

•     Provide technical support via phone and email to end users and field technicians regarding cash recycling machine functionality.
  

• Diagnose and troubleshoot hardware and software issues remotely.
• Assist users with operational guidance and best practices for machine use.
• Support field technicians with technical information and troubleshooting steps.
• Document and track issues using help desk software and problem management systems.
• Follow established protocols and scripts to resolve common issues.
• Escalate complex problems to appropriate internal teams when necessary.
• Maintain a courteous and professional demeanor in all interactions.
• Work under direct supervision and follow standard operating procedures.

Requirements

•     High school diploma or GED****REQUIRED SKILLS AND COMPETENCIES****·       1–3 years of experience in a customer support or technical help desk role.
  

· Strong understanding of technical support principles and troubleshooting methods. · Excellent verbal and written communication skills. · Strong customer service orientation and interpersonal skills. · Ability to explain technical concepts clearly to both users and technicians. · Analytical and problem-solving skills with a methodical approach. · Mechanically inclined with a basic understanding of hardware functionality. · Familiarity with help desk ticketing systems and documentation practices.

Benefits

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate.** Plus, Glory matches 3% up to 6% of your contribution**
• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield**
• MDLive – 24/7 Virtual Doctor plus a Nurse Line**
• Dental insurance**
• Vision insurance**
• FSA / Dependent Care**
• Voluntary Life Insurance**
• Basic Life insurance and AD&D – Company paid**
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid**
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service**
• Paid Sick days based on City/State requirements**
• Paid Holidays – 9 to 11 days based on start date**
• Professional development assistance**
• Education assistance**
• Adoption Assistance**
• Legal and ID Theft plans**
• Annual Bonus opportunity**
• Opportunities for internal promotions/career advancement