Technical Support Professional

2 weeks ago

Toronto, Ontario, Canada Brink´s Full time
About the Role

We are seeking a skilled Technical Support Professional to join our team at Brink's. As a key member of our support team, you will play a critical role in ensuring that our customers receive exceptional service and support.

Job Summary

The successful candidate will be responsible for providing technical support to our internal and external customers via phone and email. This will involve troubleshooting technical issues, creating and managing customer tickets, and engaging with internal business partners to find timely resolutions to customer requests and concerns.

Key Responsibilities:
  • Handle inquiries from internal and external customers regarding our DRS products and services.
  • Manage L2 email account and create/maintain customer tickets in our ticketing system.
  • Troubleshoot technical issues with customers and crew members to resolve problems.
  • Work within specified frameworks and processes to diagnose and resolve issues related to DRS products and services.
  • Monitor offline devices, 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 devices and 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).
Requirements

To be successful in this role, you will need:

  • A passion for delivering exceptional service and a positive attitude towards improving processes.
  • Experience in a Call Centre, Customer Facing role, or Help desk environment.
  • The ability to quickly pivot from technical issues to billing concerns, phone calls to emails.
  • Technical knowledge and effective communication skills to explain solutions to customers.
  • Strong communication skills (verbal and written) to deliver concise messages to a wide audience.
  • Ability to work in a fast-paced environment with varied shifts based on business needs.
  • Microsoft Office working knowledge.
Salary Range

$60,000 - $80,000 per year, depending on experience and qualifications.

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