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
Senior Customer Support Specialist (Payroll)
We are building a world-class Support team - committed to helping customers realize the full potential of Rippling. Responsible for supporting Rippling customers and resolving issues related to our Global Products. Team members focus on getting our customers back on course when challenges arise and ...
Customer Support & Implementation Specialist, Payroll (Remote)
As a Customer Support & Implementation Specialist, you will be the frontline point of contact for our clients, providing high-quality technical support and guiding them through their payroll processes. Medisolution seeks an experienced Customer Support & Implementation Specialist with a solid backgr...
Customer Support Specialist
We’ve built a reputation on exceptional service, and we need YOU to help us continue delivering that WOW factor to our clients! As part of a fun, supportive team, you’ll get to make a real impact every day while enjoying a work environment that’s as dynamic as you are! The Role: As...
Customer Support Specialist
Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. This team is high energy and fast paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers t...
Bilingual Customer Support Specialist (Fr/En)
Bilingual Customer Support Specialist . They will be responsible for promptly responding to customer inquiries, whether through phone or email, and providing excellent experience in all customer interactions. Handle customer complaints by providing solutions, often within a time ...
Customer Support Specialist Clone
We are seeking a full-time remote Customer Support Specialist. You will be the first point of contact for our customers, providing exceptional support and ensuring their needs are met promptly and effectively. Provide excellent customer service and ensure customer satisfaction. Assist customers with...
Customer Support Specialist
Reporting to the Manager, Global Care, the Support Specialist, will:-Respond with urgency to inquiries from customers/partners via email, telephone and live chat on transaction-related issues or errors, escalating to the appropriate internal/external stakeholders-Track and follow up on outstanding i...
Remote Customer Support Specialist (Insurance)
As a Remote Customer Support Specialist, you will play a key role in assisting insurance clients, addressing inquiries, and ensuring a seamless customer experience. How to Apply: If you are passionate about customer service and enjoy working remotely, we invite you to apply for this rewarding opport...
Technical Customer Support Specialist - Claris Companion
As a Technical Customer Support Specialist at Claris Healthcare, with a focus on Claris Companion, you will play a crucial role in ensuring the satisfaction and success of our customers using this product. Customer Support: Provide timely and efficient technical support to Claris Healthcare customer...
Bilingual Customer Support Specialist
The Customer Support Specialist provides front-line customer service to internal team members, clients, vendors and users for the various supported Vendor Management Software solutions. The Customer Support Specialist facilitates and manages various processes (client specific) within the Contingent ...