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Help Desk Agent - Dallas/TX - job 2 of 2

Glory Global Solutions is currently expanding it's Call Center in Carrollton, TX.

We are looking for

Help Desk Agents to join our team.

Revolution Retail Systems is now part of Glory Global Solutions. Glory is a global leader in cash technology solutions, and together we serve the retail industry across grocery, big-box retailers, convenience stores and entertainment. We provide unparalleled product quality, service, and support. Our people, culture, and history are essential to helping us accomplish that mission.

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 engaged 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.

ROLE PURPOSE

The Help Desk Agent is responsible for troubleshooting and diagnosing issues with RRS’ machines; assists customers who are not familiar with the proper operation of their machine by diagnosing and repairing any technical problems that arise via telephone

MAIN RESPONSIBILITIES

Provides technical support and troubleshooting assistance to end users via telephone on a variety of issues

Identifies, researches, and resolves technical problems

Responds to telephone calls, emails, and personnel requests

Relies on instructions and pre-established guidelines to perform job functions

May involve use of problem management databases and help desk system

Works under immediate supervision

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

High school diploma or GED

Preferred Education and Experience

Associates degree

QUALIFICATIONS:

Knowledge of commonly used concepts, practices, and procedures within a technical support industry

1-3 years of technical help desk experience

REQUIRED SKILLS AND COMPETENCIES

Excellent communication and interpersonal skills

Excellent customer service skills

Ability to translate knowledge into actionable direction

Problem solving and analytical thinking – ability to tackle a problem by using a logical, systematic, and sequential

approach that is clear, rational, and coherent.

Mechanically inclined

PAY RANGE: $18-$19/hour. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

BENEFITS

401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate.

Plus, Glory matches 3% up to 6% of your contribution

Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
MDLive – 24/7 Virtual Doctor plus a Nurse Line
Dental insurance
Vision insurance
FSA / Dependent Care
Voluntary Life Insurance
Basic Life insurance and AD&D – Company paid
Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your

first full year and vacation hours increase based on years of service

Paid Sick days based on City/State requirements
Paid Holidays – 9 to 11 days based on start date
Professional development assistance
Education assistance
Adoption Assistance
Legal and ID Theft plans
Annual Bonus opportunity
Opportunities for internal promotions/career advancement
Company Vehicle/Insurance – this benefits only applies to certain positions

PHYSICAL DEMANDS:
Physical demands must be met by an employee to successfully perform the essential functions of the job
Employee is required to talk or hear, stand or sit, stoop or walk; vision abilities include close, distance, color, peripheral, depth perception, and adjust focus. The employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hand and arms. Employee must be able to lift up to 50 pounds.

POSITION TYPE/EXPECTED HOURS OF WORK
Full time- Days and hours of work will vary based upon scheduling and customer needs. The position encompasses daytime and night time shifts

EQUIPMENT AND TECHNOLOGY REQUIREMENTS (Remote Employee)
Cell Phone
Reliable Internet connection to support bandwidth requirements for the VPN connection

GLORY SPIRITS

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high
integrity and a strong sense of ethics

Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

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.

Glory Global Solutions Glassdoor Company Review

3.7