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 :

REQUIRED SKILLS AND COMPETENCIES

Job Benefits

Plus, Glory matches 3% up to 6% of your contribution