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Watertown, Wisconsin - USD Full Time Posted: Thursday, 7 December 2017
 
 
DO YOU HAVE PHONE SUPPORT EXPERIENCE? DO YOU HAVE A STRONG BACKGROUND IN SOFTWARE? DO YOU HAVE THE ABILITY TO INTERACT PROFESSIONALLY WITH CUSTOMERS IN THE FIELD OR ON THE PHONE? IF SO, THIS JOB MAY BE FOR YOU. DO YOU WANT TO WORK FOR A COMPANY THAT HAS LONGEVITY, PEOPLE GET ALONG, PEOPLE COME TOGETHER, PEOPLE HAVE FUN! THEN THIS IS THE COMPANY FOR YOU!

As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals - enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

SUMMARY OF JOB SCOPE & RESPONSIBILITIES

The role of Software Support is to provide daily software support, for the entire portfolio of Glory Global Solutions software products in North America. This includes direct customer support and onsite troubleshooting assistance when relevant.

ESSENTIAL JOB FUNCTIONS

. Provide remote customer/internal software troubleshooting and support

. Collaborate with hardware support teams to obtain device knowledge enabling a high level of customer software support

. Properly document, research, track and resolve issues in a timely manner

. Continually communicate issue resolution progress to customers and maintain favorable client relationships

. Escalate issues with focus on root cause

. Ensure product defects are escalated for proper resolution

. Engage with customer pilots and software product launches, ensuring customer demands are being met

. Participate and support training sessions, presentations, and meetings

. Other duties as assigned

JOB QUALIFICATIONS

Education & Work Experience:

. Associate's Degree in Computer Science, Business, or relevant field with 1-2 years of related experience -OR- Bachelor's Degree in Computer Science, Business or relevant field

. Strong familiarity with databases systems and connected software systems; including SQL

. Experience with remote connection solutions (ie TeamViewer)

Knowledge, Skills & Abilities:

. Ability working both independently and in a team-oriented, collaborative environment is essential

. Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities

. Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management - (travel estimated at 25% - 35%)

. Strong customer service skills including ability to interface with customer IT resources

. Ability to maintain effective working relationship with customers and internal team members

. Strong written, oral communication, and interpersonal skills

. Familiarity with networking, network tracing, and IP routing. Specific solutions such as Solarwinds, Wireshark a plus.

. Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.

. User-level familiarity with Teller Applications and Teller Cash Automation applications; including Glory, Compuflex, or Add-on products a plus

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

An Equal Opportunity/Affirmative Action Employer/An E-Verify Employer.

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Third Party Agencies

Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

SDL2017



Watertown, Wisconsin, United States of America
IT
USD
Glory
Glory
JS2124_7E449F66C7229CF2FC4FE7E31FEEDD59_228_I/313329910
12/7/2017 6:52:47 AM

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