Customer Support Specialist

1 week ago

Pittsburgh, Pennsylvania, United States LanceSoft Full time
Job Title :
Customer Support Specialist

Job Description:
Position responsible for installation, maintenance, and repairs on equipment within an assigned territory/region to ensure continuity of customer operations and high levels of customer satisfaction.

Key Responsibilities:
Perform work on products and services of low complexity, specifically financial/ATM products.
Make minor repairs and replace components on Tier I equipment such as PCs, workstations, and peripherals, printers, front-end POS systems, First Line Maintenance on ATMs and kiosks, and single pocket proof encoders.
Assist in site preparation, including installation of cable, staging of equipment, and minor testing of equipment.
Perform required modular swaps and unit replacements.
Respond to all customer concerns or problems by resolving them or by escalating them to the proper associate, team member, territory manager, or the Control Tower.
Build working relationships with customers and develop informal communication channels with customer accounts at the local level.
Represent the company in a manner that reflects positively on the image and reputation of the company.
Perform periodic preventative maintenance on assigned products.
Diagnose problems, make minor repairs, and replace components (at the module level).
Follow appropriate security procedures when working with ATMs and/or within financial institutions.
Responsible for all company assets that will be used in the delivery of customer services (i.e., tools, software, vehicles, documentation, and intellectual property), or as assigned by management.
Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required.
Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, and/or public transportation.
Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities.
May be dispatched daily on a call-by-call basis or may establish his/her own daily schedule on the basis of automated reports.
May require prolonged travel, carrying, and lifting tool kits/parts of varying weights (lbs.).
May require bending/squatting, walking/standing/sitting for prolonged periods.
May be required to work on rotating shifts.
Ensure staff productivity measures are achieved.
Work together with Call Center Staff via PDA to recover machines.
Work together with Security Escort Officers.
Retail EPOS maintenance or install experience is required.
Strong desktop hardware experience may be considered if EPOS experience is limited.

BASIC QUALIFICATIONS:
High School Diploma or equivalent 0-1 years of related experience.
Ability to work with Microsoft Office suite.
Experience on Windows XP, Windows 2000 operating systems required.
Experience in PC Hardware Maintenance and support A+ Certification.
ITE or Polytechnic in Electronics and Communications Engineering.
Works well with minimal supervision.
Good problem-solving skills.
Ability to pick up new skills quickly.
Ability to work under pressure.
Ability to meet deadlines and produce high-quality work.
Excellent interpersonal skills/customer relationship skills required.
High level of mechanical/electrical aptitude.
Experience on maintaining computer hardware (Desktops, Servers, peripherals), routers, networks, switches, hubs required.
High level of personal integrity.
Support and promote teamwork and cooperative effort.
Must have the ability to work a flexible schedule including nights, weekends, overtime, flex shifts, and on-call.

PREFERRED QUALIFICATIONS:
Associates Degree preferred.
Previous experience in NCR or similar equipment is a plus.

Location :
Pittsburgh, PA

Compensation :
$21.00 per hour on W2.

Benefits :
At LanceSoft, full-time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

  • Four options of medical Insurance
  • Dental and Vision Insurance
  • 401k Contributions
  • Critical Illness Insurance
  • Voluntary Permanent Life Insurance
  • Accident Insurance
  • Other Employee Perks


About LanceSoft :
LanceSoft is rated as one of the largest staffing firms in the US by SIA.

Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients.

We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias.

We provide Global Workforce Solutions with a human touch

Equal Opportunity Statement :
LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.

LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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