Device Management Agent in Coppell, TX at Brink's

Date Posted: 8/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value added services to financial institutions, retailers and other commercial and government entities.  The company has a proud history of providing growth and advancement opportunities for its employees.  We have a challenging opportunity for a Device Management Agent.

Job Summary:  
The Device Management Agent is responsible for reviewing internal systems and customer provided information to validate, support, and service the customer devices. Responsibilities will include research validation of all customer inquiries received from various sources (phone, E-mail, or Web) to be followed up until a resolution is completed in a timely and accurate manner.

Key Responsibilities:
• Monitoring of customer services and proactive response to any alert, disruption or issue reported with those services within defined SLAs
• Record/Document all incidents associated with services
• Address customer requests and incident through multiple contact avenues to include phone, email, ticket submission, chat
• Engage external vendors or other Brink’s personnel as required to solve customer issues
• Insure communication to customers as maintained as defined
• Handle multiple incidents or requests simultaneously
• Monitor multiple customers and services simultaneously
• Follow defined processes and procedures
• Escalation of incidents to appropriate departments or management for resolution when standard processes do not resolve

Job Requirements

Minimum Qualifications:
• Minimum of 3 years’ experience working directly with customers or sales  
• Minimum of 2 years customer case management
• Minimum of 1 years working with Brink’s CompuSafe customers

Preferred Qualifications:
• Minimum of 1 year basic technical triage experience
• Knowledge of secured transportation industry
• Knowledge of Brink’s Device onboarding process and communication paths
• 1+ years of Brink’s Operational knowledge in any of the line of business sectors
• Advanced Microsoft Excel skills
• Understanding of Customer Experience strategies and tactics
• Undergraduate degree or equivalent business experience
Professional Skills:
• Strong consultative, analytical and problem solving skills
• Excellent interpersonal/communication and presentation skills
• Detail oriented with strong organizational and time management skills
If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink’s U.S.  We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match.  If you are interested and meet the requirements for this position, please apply.

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.  

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.