L2 Customer Support Specialist

3 months ago

Toronto, Canada Brink´s Full time

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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