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Device Management Representative in Coppell, TX at Brink's

Date Posted: 10/17/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Coppell, TX
  • Experience:
    Not Specified
  • Date Posted:
    10/17/2019

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 Level 1 provides exceptional customer service and support for Compusafes, smart safes, recyclers or other devices within the Brink’s service offering.  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 and other Brink’s teams 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

Job Requirements



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

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

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.  

#LI-RM1

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.