Customer Support Specialist - Cash Manager Safes

Employer
Dunbar Armored
Location
Cockeysville, MD
Posted
Sep 15, 2017
Closes
Sep 18, 2017
Hours
Full Time
JOB DESCRIPTIONREPORTS TO: Director of Cash Manager ServiceFlexible schedule & competitive pay!The Cash Manager Safe Service Specialist primary role: Efficiently and proactively address and resolve customer safe issues. Maintain and monitor Case Management System.WORKING RELATIONSHIPS:Cash Manager managementSales managementFinance ManagementSafe service vendorsDunbar customersRESPONSIBILITIES:* Perform basic safe functions in order to troubleshoot first level issues over the phone with a site end user. * Determine a second level issue, escalate to the vendor and create a service ticket. * Daily Monitoring and Tracking of Service Tickets to ensure Service Line Agreement Metrics - Update Customers On Status* Coordinate Internally with Customer Service Desk and Account Representatives on Ticket Status* Oversee the installation process for all equipment models; scheduling installs, confirming installs were completed properly * Record and Analyze detail of safe malfunctions and report all new and repetitive issues to the AVP of Safe Service* Support field technicians that call in for additional data and guidance regarding on site conditions. * Provide safe program training as needed to customers and to internal employeesREQUIREMENTS:1. High School diploma 2. Willingness to learn and improve new platforms and products on an ongoing basis3. Customer Support and correspondence experience4. Experienced with Microsoft Office with an emphasis on Excel.5. Ability to work in a team environment and promote good communication skills6. Ability to learn the product line and be able to train customers at their site as needed. 7. Take a Proactive Approach to Resolving Service IssuesDunbar is proud to be an Equal Opportunity Employer - Minority/Female/Disabled/Veteran. All qualified applicants will be considered for employment without regard to their race, gender, religion, disability, veteran or other protected status. We are committed to providing reasonable accommodation to applicants with disabilities.