Customer Response Representative- Dallas, Texas
GLORY · Dallas, TX
- On site
- Full-time
- $40,232 / year
- Dallas, TX
Job highlights
- Provide remote technical support for cash recycling machines.
- Diagnose and resolve hardware and software issues.
- Guide users and support field technicians.
- Document issues using help desk software.
- Work with direct supervision and follow procedures.
About the role
Customer Response Representative
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.
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.
Key skills/competency
- Customer Support
- Technical Support
- Troubleshooting
- Help Desk
- Customer Service
- Communication Skills
- Problem-Solving
- Hardware Support
- Software Support
- Cash Recycling Machines
Skills & topics
- Customer Response Representative
- Technical Support
- Customer Service
- Help Desk
- Troubleshooting
- Remote Support
- Hardware Support
- Software Support
- Call Center
- GLORY
How to get hired
- Tailor your resume: Highlight 1-3 years of customer support or technical help desk experience, emphasizing troubleshooting and communication skills.
- Showcase your skills: Clearly articulate your ability to explain technical concepts and your customer service orientation.
- Prepare for technical questions: Be ready to discuss your troubleshooting methodology and experience with help desk systems.
- Understand the role: Emphasize your mechanical inclination and basic hardware understanding relevant to cash recycling machines.
- Apply strategically: Submit your application highlighting relevant experience and a strong desire for career advancement at Glory.
Technical preparation
Review cash recycling machine operation guides.,Practice diagnosing common hardware/software issues.,Familiarize yourself with help desk ticketing systems.,Prepare to explain technical terms clearly.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle frustrated customers?,How do you prioritize multiple support requests?,How do you stay updated on technical knowledge?
Frequently asked questions
- What is the primary responsibility of a Customer Response Representative at Glory?
- The primary responsibility of a Customer Response Representative at Glory is to provide remote technical support for cash recycling machines, assisting both end users and field technicians with diagnosing and resolving equipment issues.
- What are the required qualifications for the Customer Response Representative role at Glory?
- The role requires a high school diploma or GED, 1-3 years of experience in customer support or technical help desk, strong technical troubleshooting skills, excellent communication and customer service skills, and a methodical approach to problem-solving.
- What kind of technical support does this role involve at Glory?
- This role involves providing technical support via phone and email for cash recycling machine functionality, diagnosing and troubleshooting hardware and software issues remotely, and offering operational guidance.
- Does Glory offer benefits for the Customer Response Representative position?
- Yes, Glory offers a comprehensive benefits package including 401(k) with company match, health, dental, and vision insurance, life insurance, disability insurance, paid time off, and professional development assistance.
- How does Glory support career advancement for Customer Response Representatives?
- Glory offers opportunities for internal promotions and career advancement, along with professional development and education assistance to help employees grow within the company.
- What is the work arrangement for the Customer Response Representative role?
- The job description indicates that the Customer Response Representative provides remote technical support, suggesting a remote work arrangement. However, the location is listed as United States/Carrollton, TX, implying potential for on-site or hybrid depending on company policy.
- What is the compensation for a Customer Response Representative at Glory?
- The compensation for a Customer Response Representative at Glory is $19.35 per hour.