About the job
Key Responsibilities
- Handle inquiries from our internal and external customers relating to our DRS products and services via phone and email
- Manage L2 email account
- Create & manage customer tickets in ticketing system to support each inquiry
- Trouble shoot L2 technical issues with customers to resolve issue
- Trouble shoot L2 technical issues with crew members on a wide range of issues critical to business continuance (i.e. : OTA)
- Engage with a variety of internal business partners to find timely resolution on customer requests and concerns (i.e. : Cash Logistics, Security)
- Work within a specified framework and processes to diagnose and resolve issues related to DRS products and services.
- Monitor offline devices and review reports daily, and manage accordingly to ensure devices are brought back online or escalated to L3 for resolution
- Manage all DRS device offboarding activities, including removal of device, alignment with CashTech & Branch on content removal and customer communication
- Create / update safe profiles as part of DRS onboarding activity (allocation of devices)
- Responsible for 24 / 7 User Mgmt. Setup and training (UMT)
- Responsible for onboarding all 24 / 7 Change Order / CIT only customers (24 / 7 & Snow setup)
Qualifications
Must Have Qualifications
- A passion for delivering exceptional service
- A positive attitude and a desire to seek ways to improve processes and offer suggestions on how to make things better for all
- Experience in a Call Centre, Customer Facing role or Help desk environment
- The ability to quickly pivot from a technical issue to a billing concern, a phone call to an email
- Technical knowledge and the ability to communicate effectively to customers (i.e. : walk a customer through a solution over the phone)
- Strong communication skills both verbal and written can deliver a message in a concise and easily digestible manner for a wide audience
- Ability to work in a fast-paced environment, where shifts are scheduled based on business needs
- Experience working with technical solutions
- Microsoft Office working knowledge
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