L2 Customer Support Specialist

4 weeks ago

Toronto, Canada Brink's Canada Full time
About the jobKey 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)

QualificationsMust 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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