25 days old

IT - SafePoint Operations Technical Specialist

Loomis Armored US, LLC
Houston, TX 77002
  • Job Code
    1465
Job Overview: This position reports to the SafePoint Operations Technical Manager and takes workflow instruction from the SafePoint Operations Management Team. This position will follow documented processes and procedures to ensure quality controls and quality assurances are in place for all aspects of the support services role from customer service to software and hardware are maintained. The SafePoint Operations Technical Specialist will be the first point of escalation on service issues for the National Contact Center Support Teams when failures occur that involve the Branch, the customer, financial institutions, and SafePoint equipment vendors with next level escalation to the SafePoint Operations Technical Manager.

Accountabilities:

  • Establish a positive, creative, and professional working environment with the SafePoint Product Office Team.
  • Offers suggestions for improved working
    conditions.
  • Oversee SafePoint technical and software
    support with our smart safes and recyclers.
  • Manage incoming incidents / emails / calls /
    escalations.
  • Communicate issues / resolutions effectively to
    external customers, internal sales and internal operations; assist with
    escalations as required.
  • Responsible for maintaining connection with
    our smart safes and recyclers.
  • Providing ongoing support and troubleshooting
    assistance, in office and out in the field, as required for smart safes and
    recyclers.
  • Work on special projects for our smart safes
    and recyclers.
  • Perform initial safe testing; with new
    software and product development changes.
  • Create tickets with SafePoint vendors to
    resolve service issues. Ensure follow up to resolution regarding open tickets
    while maintaining open tickets updated using internal ticketing system.
  • Assist with troubleshooting smart safe and
    recycler hardware/software issues.
  • Assist in performing QA on new system enhancements.
  • Test upcoming hardware enhancements.
  • Monitor and read all email to be able to
    assist the team accordingly; this includes personal inbox and support inbox.
  • Other duties as assigned.


Primary
Requirements:

  • Associates or Technical institute
    degree/certificate in CS, IS or other related field or equivalent work
    experience, required.
  • Bachelor's Degree in CS, IS or other related
    field, preferred.
  • Must have 8+ years related work experience:
    • Proven
      advanced technical e xperience working with ticketing systems; Outlook,
      Word and Excel .
  • Must have excellent communication, customer
    service and multi-tasking skills. Spanish
    is a plus.
  • Must maintain a high level of professionalism and sense of urgency.
  • Ability to travel up to 20%-30%, is required.






Posted: 2021-03-26 Expires: 2021-04-24
Sponsored by:
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Sponsored by:
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IT - SafePoint Operations Technical Specialist

Loomis Armored US, LLC
Houston, TX 77002

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