L2 Customer Support Specialist

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