Customer Response Representative

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. 

•        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.

·       High school diploma or GED
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.