Customer Support Specialist

GLORY; Carrollton (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

401(k) Plan

Health Insurance

MDLive Telemedicine

Dental Insurance

Vision Insurance

FSA / Dependent Care

Life Insurance

Disability Benefits

Paid Vacation

Paid Holidays

Professional Development

Education Assistance

Adoption Assistance

ID Theft Protection

Annual Bonus

Job summary

Glory in Carrollton, TX is seeking a Customer Support Specialist to provide remote technical support for cash recycling machines, assisting end users and field technicians with operation and issue resolution.

You will diagnose hardware and software problems, guide users through best practices, document issues in the help desk system, and escalate complex cases while maintaining a courteous, professional demeanor under supervision.

Qualifications

• 1–3 years of experience in a customer support or technical help desk role.
• Strong understanding of technical support principles and troubleshooting methods.
• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Ability to explain technical concepts clearly to both users and technicians.
• Analytical and problem-solving skills with a methodical approach.
• Mechanically inclined with a basic understanding of hardware functionality.
• Familiarity with help desk ticketing systems and documentation practices.

Responsibilities

• Provide technical support via phone and email to end users and field technicians regarding cash recycling machine functionality.
• Diagnose and troubleshoot hardware and software issues remotely.
• Assist users with operational guidance and best practices for machine use.
• Support field technicians with technical information and troubleshooting steps.
• Document and track issues using help desk software and problem management systems.
• Follow established protocols and scripts to resolve common issues.
• Escalate complex problems to appropriate internal teams when necessary.
• Maintain a courteous and professional demeanor in all interactions.
• Work under direct supervision and follow standard operating procedures.

Skills

Customer support

Technical help desk

Communication

Troubleshooting

Documentation

Ticketing systems

Education

High school diploma or GED

Job description

Customer Support Specialist

Department: Service - Call Centre/Customer Service

Employment Type: Permanent - Full Time

Location: United States/Carrollton, TX

Reporting To: Help Desk Supervisor

Description

The Customer Support Specialist provides remote technical support for cash recycling machines, assisting both end users and field technicians. This role involves diagnosing and resolving equipment issues, guiding users through proper machine operation, and supporting technicians in the field to ensure timely and effective problem resolution.

Key Responsibilities

• Provide technical support via phone and email to end users and field technicians regarding cash recycling machine functionality.
• Diagnose and troubleshoot hardware and software issues remotely.
• Assist users with operational guidance and best practices for machine use.
• Support field technicians with technical information and troubleshooting steps.
• Document and track issues using help desk software and problem management systems.
• Follow established protocols and scripts to resolve common issues.
• Escalate complex problems to appropriate internal teams when necessary.
• Maintain a courteous and professional demeanor in all interactions.
• Work under direct supervision and follow standard operating procedures.

Skills, Knowledge and Expertise

Education Level:

• High school diploma or GED

REQUIRED SKILLS AND COMPETENCIES

• 1–3 years of experience in a customer support or technical help desk role.
• Strong understanding of technical support principles and troubleshooting methods.
• Excellent verbal and written communication skills.
• Strong customer service orientation and interpersonal skills.
• Ability to explain technical concepts clearly to both users and technicians.
• Analytical and problem-solving skills with a methodical approach.
• Mechanically inclined with a basic understanding of hardware functionality.
• Familiarity with help desk ticketing systems and documentation practices.

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

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