Sr. Help Desk Agent (Engineering) - Carrollton, TX

at  Glory Global Solutions

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.
Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

REQUIRED EDUCATION AND QUALIFICATIONS

High school diploma or GED Knowledge of commonly-used concepts, practices, and procedures within a technical support industry

REQUIRED SKILLS AND COMPETENCIES

• Excellent communication and interpersonal skills
• Excellent customer service skills
• Ability to translate knowledge into actionable direction
• Mechanically inclined

ROLE PURPOSE

The Help Desk Sr Agent reporting under the Engineering team is responsible for troubleshooting and diagnosing issues with machines; assists customers who are not familiar with the proper operation of their machine by diagnosing and repairing any technical problems that arise via telephone or email, review multiple dispatches handling escalated cases and customer issues.

MAIN RESPONSIBILITIES

• Provides technical support and troubleshooting assistance to end users via telephone/email on a variety of issues
• Identifies, researches, and resolves technical problems
• Responds to telephone calls, emails, and personnel requests for support
• Relies on instructions and pre-established guidelines to perform job functions
• May involve use of problem management databases and help desk system
• Works under immediate supervision
• Provides case studies and unit reviews for internal and external customers to include root cause and provide analysis and remediation plans and initiatives
• Works watchlist for sites with 2+ touches in a 7 day period
• Monitor tech on-site time and provide feedback and assistance to field techs to reduce unit down time and tech on site time
• Support team members in ensuring daily targets are met
• Provide flexible support to ensure adequate coverage at peak operating times to meet deadlines and provide coverage for 24X7 as necessary.
• Other duties as assigned