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Device Management Agent Level 1

Addison Group Addison Full-Time
$17.00 - $19.00 / hour
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Technical Support Agent


Addison Group has a client with 10 immediate openings for Technical Support Agents in the Irving/Coppell area.  These are contract to hire opportunities for candidates with previous technical support experience.


Job Summary:
The Device Management Agent (DMA 1) operates in a fast-paced environment, proactively monitoring the network of devices as well as responding to incoming calls. This position provide incident management services with problem assessment, dispatching 3rd party vendors, discussing issues with the site, and providing escalations to ensure timely and effective resolution.

The Global Support Team is open from 6 AM to 11 PM Eastern seven days a week therefore there will be varying schedules available.

Key Responsibilities:
• Proactive monitoring of smart safes, recyclers or other device types ensuring issues are identified and tickets are opened in a timely manner
• Trouble-shoot and manage progress from initiation through resolution of issue, ensuring timely closure of all tickets within defined SLAs
• Provide detailed documentation of all customer contacts and device issues from initiation through to closure
• Provide telephone, email and chat support to diagnose, troubleshoot and maintain the client's devices
• Work with 3rd Party service providers to dispatch, monitor and ensure successful completion for issues; escalations when required
• Act as liaison between branches and customers
• Assist with special projects as required
• Perform other duties as assigned or necessary


Professional Skills:
• Demonstrates a customer-focused and action oriented approach
• Detail oriented with strong organizational and time management skills
• Must possess the ability to trouble-shoot, take initiative to solve problems, and follow through on issues
• Strong verbal and written communication skills required to effectively work with internal and external relationships

Minimum Qualifications:
• Minimum of 3 years’ experience working in a customer-facing call center environment
• Minimum of 1 year experience working in a fast-paced environment with service level requirements

Preferred Qualifications:
• Knowledge of ATMs, retail cash recyclers, smart safes, ITMs or other financial devices in a field service support role, highly desired
• Knowledge of daily reconciliation experience at a retailer, cash management and security, or cash in transit highly desirable
• Experience interacting with 3rd Party vendors
• Experience with Hardware / Software support for external customers
• Experience with an incident management application such as Service Now
• Knowledge of secured transportation industry
• Experience with Microsoft Excel, Service Now ticketing or other incident management system

Recommended skills

Self Motivation
Attention To Detail
Service Orientation
Verbal Communication
Written Communication
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Job ID: 418674


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Addison Group specializes in filling your company’s contract, contract-to-hire, or direct hire positions in seven core industries. From the first interview to the final hire, our customized process allows you to decide how involved you want to be as we identify the talent you need to keep your work flowing.

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