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Technical Support Representative
FL - Jupiter


Opportunity Snapshot
Build your career with G4S and enjoy a great culture, strong training, advancement opportunities, and more.
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If you have experience in technical support and troubleshooting (especially with hardware), a strong mechanical aptitude, and excellent customer service abilities, this job provides several interesting opportunities: 
  • Learn a great deal as you engage in formal training and on-the-job learning that will enhance your customer service and technical support skill sets. ​
  • Showcase your potential and ability to advance with the company. Once you find success in this role, you’ll have an excellent springboard to other call center jobs and technical support roles, or even to other departments.
  • Build a career home at a successful industry leader -- in a few short years, we have claimed the retail cash solutions market-leading position in the big box retail space. You will help support those solutions.
  • Enjoy the "best of both worlds": The entrepreneurial energy of the relatively young division along with the stability and resources of G4S, a $10 billion global industry leader.
  • We offer a competitive salary and comprehensive benefits.
G4S secures people, property and assets by understanding and mitigating security risk. We offer a suite of products and services, including risk consulting and investigations, systems integration, security software and technology, and security professionals. We provide security for governments, Fortune 500 companies, nuclear plants, petrochemical companies, ports, airports, colleges and universities, hospitals, banks, residential communities and more, and align services to deliver innovative, essential and scalable solutions that span your entire operation.

G4S Retail Solutions is a market-leading technology company that provides an automated solution that transforms the cash management ecosystem for large retailers. We transport, process, recycle, securely store and manage cash for customers in a variety of industries, including retail, hospitality, gaming and others.

Video: At G4S USA, we ASSESS our clients and prospects risks, EQUIP them with the best solutions, INTEGRATE their systems, STAFF their team and support them throughout their entire lifecycle.
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Gain Skills and Build Your Career at Growing Industry Leader

The Requirements
This role requires at least one year of technical troubleshooting experience.
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To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the Call Center Technical Support Representative opportunity, you will have:
  • A high school diploma or equivalent 
  • Mechanical aptitude, and some technical support / troubleshooting experience, primarily with hardware
  • Strong customer service skills
  • A high level of motivation and a strong desire to learn
  • The ability to exercise good judgment and sound decision-making
  • Proficient computer skills including familiarity with Microsoft Office programs
  • Effective verbal and written communication skills, and strong active listening skills
  • The ability to assess and evaluate situations effectively, and to identify critical issues quickly and accurately
  • Excellent attention to detail
  • The ability to pass a drug screen and background investigation
  • If prior military, ability to provide, upon job offer, a DD214 discharge document with discharge status indicated
Preferred but not required:
  • 1+ year of experience in a technical support role, including troubleshooting hardware and software
  • Experience in a cash office or dealing with cash for a larger retail organization would be helpful
  • Experience in a call center environment would be helpful
We are currently working remotely. You’ll come into the office for training, but then will work from your home office for the time being, and we will provide the necessary equipment to do your job. However, we expect to return to the office in late spring / early summer. You must live within commuting distance of Jupiter so that you may report to the office full time once that happens. 

We are a 24-hour organization with a set schedule of shifts as follows: Morning shifts begin between 6 am and 10 am and run 8.5 hours (with a half-hour lunch); afternoon schedules begin between 3-4 pm and run 8.5 hours (with a half-hour lunch); graveyard schedules generally begin at 10 pm and run for 8.5 hours (with a half-hour lunch). 

We are currently hiring for the morning shift only, but we periodically hire for other shifts, so if you think this may be a good fit you should still apply to get your resume on record. 
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The Role
If you meet the requirements you may apply at any time. But if you'd like to learn more about the role, details can be found here.
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Retail Cash Services Division

Reporting to the Call Center Supervisor, you will be a part of a team of Technical Support Representatives responsible for providing support to end-users of our retail cash solutions. Our solutions offer revolutionary security technology that delivers tangible benefits to our clients including reduced costs and on-site cash holdings, streamlined processes, improved overall cash flow, and greater control.

70%-80% of the calls that come into the center are technical, where the team will support customers via information and troubleshooting. Other calls may involve interaction with carriers in transit. Depending on the issue, calls may be escalated to a supervisor or higher-level technician.

Role Details

In your first few weeks, you’ll attend training to learn how the complex cash machines work. Though some issues may be software-related, most of the problems you’ll need to troubleshoot will be mechanical, so you must have strong ability with hardware and mechanical parts. To complete your tasks, you’ll use your problem-solving ability, research skills, and excellent listening to find out the customer’s issue, then deliver a world-class customer service experience as you troubleshoot their device.

This is a call center environment, so most of your time will be spent on the phone working with customers to troubleshoot cash recycling devices and verbally walking them through how to make adjustments and fixes. The rest of your time will be spent keeping excellent notes to report out about your calls and communicating with the rest of the team, for example, to escalate an issue that can’t be resolved at your level.

Some of your specific tasks will be to:
  • Tackle a variety of problems in technical systems with skill and accuracy.
  • Identify customers’ needs, clarify information, and provide direct support or guidance toward resolution.
  • Create cases for all calls and e-mails received; enter the history of the problem, all steps taken, and subsequent resolution, if resolved at the Help Desk, or escalate to appropriate next level.
  • Maintain a passion for customer service and continuously develop your ability to deal with challenging customer conversations.
  • Discern changes in call types and report to management.
  • Track escalations through Tier II and Tier III to completion.
  • Monitor health of network, hardware, and software for our customers.
  • Look for opportunities to improve processes.
  • Assist with projects.
Note: This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: G4S retail cash solutions are trusted, end-to-end solution that safeguards, transports and processes cash in the retail and corporate sectors.
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Why G4S
A few more great reasons to join us.
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Strong Compensation
In addition to a competitive salary, we offer employees the opportunity to make choices regarding major medical, dental, vision, life and other insurance plans. Benefits also include a 401(k) plan, paid time off and more.

Excellent training & learning program
You’ll begin with hands-on device training, classroom training, and working with a mentor to ensure you’re set up for success. You will learn and develop your skills in diverse areas from technical knowledge of our products to customer service skill development, and more. Even beyond our 2-week curriculum and hands-on learning opportunities, we are also committed to developing our employees and promoting from within whenever possible.

Jupiter, Florida
Jupiter is one of the Palm Beach area’s hidden gems. It offers beautiful beaches, including Juno Beach Park, the beauty of Hobe Sound and Busch wildlife refuge and sanctuary, excellent views from the Inlet Lighthouse, and the Roger Dean Chevrolet Stadium, which is home base to the St. Louis Cardinals and Miami Marlins from February to April and home to four minor league teams. There are nearby lunch spots and plenty of shopping. Jupiter is a great place to live and/or work. 

Wide opportunity
Prove yourself and demonstrate your talent and you could pursue future opportunities in Jupiter, such as higher-level technical support or a team lead, or at other G4S locations. You could find opportunities in multiple North America G4S divisions and at locations around the world. With more than 50,000+ employees in the United States and Canada, and 600,000+ around the world, advancement can take you from New York to Hong Kong and everywhere in between.

Organizational initiative
While G4S Secure Solutions (USA) is an industry leader with a strong reputation for quality and service, we're not resting on our laurels. We're undergoing an initiative for transformative change that will help us make a good thing even better by further optimizing service and continuing to drive company growth.

Exciting innovation
At G4S we have an entrepreneurial environment where we're always evolving and introducing cutting-edge innovations in security. In fact, we have several exciting new products in development with more to follow. We're also continuing to make strategic acquisitions that add value and help ensure we remain the leader in security.
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The Road to Success
The ideal candidate had mechanical aptitude, plus strong customer service skill, and an analytical mindset paired with an attitude of persistence.
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This is a fast-growing business, and we need enthusiastic and highly motivated individuals. The job may seem overwhelming at first, but the people who find the most success here are those who are curious, enjoy learning, and have an aptitude for taking mechanical equipment apart and putting it back together. If you’re our ideal fit, you will quickly attain product knowledge so that you can offer quick and accurate assistance to customers. However, you’ll also have an analytical mind, finding ways to work through a problem, and an attitude of persistence, with the willingness to work through difficulty and move step by step to come to a solution.

This role is the front line to the customer, so you’ll need to be an excellent listener, and will need strong ability to communicate back to the team to ensure customer issues are resolved in a timely way. In addition, we’re looking for someone who genuinely enjoys providing service, helping to resolve issues, and to get the customer moving so that their business doesn’t suffer from downtime. If you have strong communication skills, you’re a team player, you have a can-do attitude, you understand how to provide amazing customer service, and have strong mechanical and technical troubleshooting skills, then we want to hear from you today!
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G4S Retail Solutions is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact the Human Resources Department at eharrison@engage2excel.com.