Help Desk Agent

Help Desk Agent

• Department: Service - Call Centre/Customer Service
• Employment Type: Permanent - Full Time
• Location: United States/Carrollton, TX
• Reporting To: Help Desk Supervisor
• Compensation: $19.30 - $24.00 / hour

Description

The Customer Response Representative provides remote technical support for cash recycling machines, assisting both end users and field technicians. This role involves diagnosing and resolving equipment issues, guiding users through proper machine operation, and supporting technicians in the field to ensure timely and effective problem resolution. 

Key Responsibilities

•        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.

Skills, Knowledge & Expertise

Education Level:·       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.

Job 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