GLORY

Automates cash handling with cash recyclers

Junior Technical Support 1

Customer SupportUpdated on Nov 13

Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

A high school diploma or technical career in computing, information and communication technologies, or a related field is required.
Six months to one year of experience in customer service or a help desk is required.
Basic computer knowledge is required.
Basic proficiency with Microsoft Office, including Word, PowerPoint, Excel, Power BI, and Outlook, is required.
Experience with ticketing systems is desirable.
Availability for rotating shifts within the Monday-to-Sunday coverage window of 05:00 to 24:00 is required; the work schedule is subject to applicable labor law and may vary with workload, special projects, or contingencies.

Responsibilities

Receive, triage, register, classify, and perform initial diagnosis of incidents.
Resolve hardware and software issues remotely through Phone Fix procedures.
Assign incidents to field personnel with complete technical context.
Provide clear, professional, and empathetic customer service.
Participate in ongoing training on products and procedures.
Track service tickets and contribute to meeting service-level agreements.

Desired Qualifications

Experience with ticketing systems.

El Technical Support L1 Jr. es el primer punto de contacto operativo para la atención de incidentes. Su misión es registrar, clasificar y dar seguimiento a los tickets de servicio, asegurando la captura correcta de información, brindando soporte básico (Phone Fix) bajo procedimientos definidos y contribuyendo al cumplimiento de SLA.

• Recepción y triaje de incidentes: registro, clasificación y diagnóstico inicial.
• Resolución remota (Phone Fix) de fallas de hardware y software, bajo procedimientos definidos.
• Asignación a campo con contexto técnico completo.
• Atención al cliente clara, profesional y empática.
• Capacitación continua en productos y procedimientos.

REQUISITOS

• Bachillerato o carrera técnica en informática, TIC’s o afín.
• 6 meses a 1 año en atención a clientes o mesa de ayuda.
• Conocimientos básicos de cómputo.
• Manejo básico de Microsoft Office (Word, Power Point, Excel, Power Bi, Outlook).
• Deseable experiencia en sistemas de tickets.

HORARIOS Y DISPONIBILIDAD

• Cobertura operativa: lunes a domingo, de 05:00 a 24:00 hrs.
• Turnos rotativos dentro de esa ventana, definidos por el Líder de Soporte.
• Jornada laboral conforme a la Ley Federal del Trabajo.
• Flexibilidad según volumen, proyectos especiales o contingencias.

COMPETENCIAS

• Servicio al cliente.
• Organización.
• Comunicación efectiva.
• Seguimiento.
• Aprendizaje continuo.
• Trabajo en equipo.

About the Company

GLORY

Automates cash handling with cash recyclers

1) What the company does: Glory Global Solutions provides cash technology solutions that automate cash processes for customers in the financial, retail, gaming, and cash-in-transit industries, including products like cash recyclers and point-of-sale cash management systems. 2) How the product works: Its cash handling systems automate cash intake, storage, verification, and dispensing, often recycling cash to optimize liquidity and reduce manual handling, with secure, integrated hardware and software that fit clients’ workflows. 3) How it differs from competitors: It offers customized, end-to-end cash technology solutions and ongoing service agreements tailored to each client’s security, efficiency, and operational needs, rather than generic hardware. 4) Goal: To improve operational efficiency, enhance security, free staff to focus on customer experience, and promote sustainability by designing technology that supports social change and efficient cash management.

Company size: Not listed
Company stage: Acquired
Total funding: Not listed
Headquarters: Basingstoke, United Kingdom
Founded: 2008

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