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Solution Support Specialist

Balance Innovations is now part of the Brink's Family. The Brink’s name is a promise to respect the trust we’ve earned in over 150 years in business. Every employee honors that promise by offering the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

If you enjoy diagnosing technical issues and solving problems, then we want to speak with to you. In the role of Solution Support Specialist, you will get to work with our end users in resolving their reported issues. You will be the initial impression on customers, be a member of a talented support staff, and will work directly with Solution Engineers and Account Managers every day to ensure our customer needs are met. This role will report directly to the Solution Support Manager.
If you would like to contribute your expertise to a focused cross-functional teams that achieve stunning results with no hopeless deadlines or ridiculous directives, then join us!

In this role, you would:
·       Provide top quality support to customer requests for technical assistance via various support platforms (phone, web, etc.)*
·       Actively engage in training end users on product use both over the phone and in person; may occasionally require travel*
·       Research log files for issues and escalate through the necessary internal channels*
·       Assist Solution Engineers/Account Managers with the daily management of existing customers*
·       Test end user functionality and aid in rolling out new versions to customers*
·       Record all customer interaction within Salesforce’s Service Console*
·       Work collaboratively within a cross functional team using agile methodology
·       Have flexibility in work schedule (some weekends required with offsetting weekdays off)
·       Contribute information to an online knowledge base for both internal and external use

You’re the one we’re looking for if you:
·       Have a Bachelor’s degree or equivalent work experience
·       Desire to help resolve any issue presented from the customer
·       Have a basic understanding of retail, specifically with regards to cash management
·       Are able to record issue resolutions in a professional manner, as results are often shared with customers 
·       Are willing to embrace change, with a core desire to learn and enhance your skills
·       Thrive in a fast pace environment and want team members to challenge your ideas and solutions
·       Can demonstrate strong written and verbal communication skills and the ability to collaborate within a team
·       Have experience with or other support ticketing systems
·       Can project a professional and friendly phone demeanor
*Denotes essential functions of the position