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Job Details


Help Desk Specialist

Glory Global Solutions

Location: Watertown

Job Type: Full Time

Category: Admin & Clerical


 

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.

 

ROLE PURPOSE

The Help Desk Specialist is responsible for providing phone support to U.S. and Canadian customers for our equipment, which includes retail, Teller Cash Automation, Desktop equipment, and software.  This position will be responsible for troubleshooting issues, including researching, resolving and documenting technical issues associated with service requests from customers.  The Help Desk Specialist will be able to identify when the situation will need to be escalated to the next level and will work closely with the appropriate parties to ensure customer satisfaction.

 

MAIN RESPONSIBILITIES

  • Accurately and efficiently process customer service requests according to department policies and procedures
  • Provide Level 1 remote support to customers for Glory hardware and software
  • Support customer service technicians and internal customers by handling their inquiries and requests
  • Escalate customer issues and complaints through the proper channels for resolution
  • Inform the Call Center Supervisor and/or Manager of problems which could jeopardize the ability of the Call Center to provide outstanding customer service. 
  • Identify unique customer requirements and vary customer handling to incorporate those requirements into the customer contact.
  • Complete various other tasks as assigned by the Call Center Supervisor and/or Manager

 

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

  • Associates degree or higher OR 2+ years professional work experience

 

Qualifications: 

  • 1+ years of prior customer service experience

 

 

 

REQUIRED SKILLS AND COMPETENCIES

  • Analytical and problem-solving abilities
  • Excellent attention to detail
  • Methodical and organized approach to work
  • Excellent interpersonal communication skills (i.e. verbal, written, listening)
  • Highly motivated
  • Experience working in a team environment
  • Ability to manage and prioritize multiple tasks
  • Possess a strong sense of customer focus

 

GLORY SPIRITS

The Glory Spirits & Behaviors reflect the values and behaviors that are critical to the ongoing success of Glory and as such represent the foundations of our behavior globally to lead us to realize our mission:

 

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory’s mission and act with responsibility and pride to realize achievement and act and behave with high integrity and a strong sense of ethics

Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

 

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position.  They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

 

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

 

Third Party Agencies

Unsolicited resumes will not be accepted by Glory.  Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

 

Physical Demands and Work Environment Statement

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to:

  1. Stay at their desk for long periods of time.
  2. Move to other locations.
  3. Use a computer, phone, printer, headset, and fax machine.
  4. Read documentation.
  5. Write documentation.
  6. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.

Call Center Agents work in an office environment where employees work in cubicles.  The noise level in the work environment is usually quiet.  Call Center Agents may be required to work weekends or holidays to meet business needs.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Interested candidates can email Laura directly:  Laura.Taylor@us.glory-global.com 

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