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.