Help Desk Agent - Carrollton, TX

Help Desk Agent - Carrollton, TXCity/State Dallas/TXLocation United States/Carrollton, TXDepartment Service - Call Centre/Customer ServiceApply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=9377) Glory Global Solutions is currently expanding it's Call Center in Carrollton, TX. We are looking for Help Desk Agents to join our team Potential to go Remote after 6 Months GLORY OFFERS: 401k plan with company nonelective contribution in addition to an employer match Education Reimbursement, Comprehensive Benefit Package including tuition and adoption assistance, Bonus Opportunities, & Career Advancement Glory Global 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 PURPOSEThe 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 telephoneMAIN 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 supervisionREQUIRED EDUCATION AND QUALIFICATIONSEducation Level:High school diploma or GEDPreferred Education and ExperienceAssociates degreeQUALIFICATIONS: Knowledge of commonly used concepts, practices, and procedures within a technical support industry 1-3 years of technical help desk experienceREQUIRED 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 inclinedPAY RANGE: $19-$20/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 benefit only applies to certain positions PHYSICAL DEMANDS:Physical demands must be met by an employee to successfully perform the essential functions of the jobEmployee 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 shiftsEQUIPMENT AND TECHNOLOGY REQUIREMENTS (Remote Employee)Cell PhoneReliable Internet connection to support bandwidth requirements for the VPN connectionGLORY SPIRITSThe 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 customersSelf-Starter- understand the objectives of your own work and are proactive in achieving goalsCollaboration- respect diversity and create a culture of collaboration to work with each other to achieve a common goalIntegrity- 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 ethicsOwn Growth- leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.DisclaimerThe 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 EmployerIt 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 AgenciesUnsolicited 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 [email protected] 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 state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers. EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf