Help Desk Agent

Help Desk Agent

The Customer Response Representative 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 & 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.

Job 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

About GLORY

Global Leaders in Customer Experience Automation

With a culture rooted in innovation, each day Glory's people are transforming our customer's businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That's a reputation we've earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it's our people who are driving our successes.

Why Join Us

Here at Glory, our ambitions are as big as yours. And that's why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That's because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you'll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Glory Values

The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that's how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.