The Customer Response Representative provides remote technical support for cash recycling machines, assisting users and technicians in diagnosing and resolving issues while maintaining documentation of interactions.
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.
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
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
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 ValuesThe 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.
Similar Jobs
.png){kind=avatar}
eCommerce • Fintech • Payments • Software
The Product Information Management Specialist maintains and enhances the product catalog for efficiency, accuracy, and cost savings, involving data management, vendor research, and collaboration across teams.
Top Skills:
ExcelGoogle Sheets
eCommerce • Fintech • Payments • Software
The Data Strategy & Sourcing Analyst transforms product data into a strategic asset, ensuring data integrity and driving cost savings through sourcing. Responsibilities include establishing a Single Source of Truth, conducting data analysis, and collaborating with teams for financial impact. The role requires strong analytical skills, proficiency in SQL, and experience with data management tools.
Top Skills:
ETLPower BISQLTableau
Healthtech • Social Impact • Software • Telehealth
Lead the patient experience at Rula by improving access to mental health care through data-driven insights, collaboration with teams, and engaging with users.
Top Skills:
A/B TestingData AnalysisStatistical TechniquesUser Research
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
