Software Support Specialist - Watertown, WI

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals; enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

ROLE PURPOSE

The Software Support Specialist is a subject matter expert on the functionality, operations, and data analysis, provided in our various software products. Successful candidate in this multifaceted role will use the product, data, and industry expertise to assist customers and other Glory service and support teams. This position requires a strong analytical approach to problem solving, an understanding of software, networking, and database principles. The successful candidate must possess strong communication skills to directly interact with customers, Sales, and other support teams alike in support of software operation improvements.

KEY DUTIES & RESPONSIBILITIES:

• Software Support Specialist is a member of the 2nd tier software specialist team, which provides expertise to customers, frontline service teams, Product Support Specialist teams, Sales, and Training

• Investigate reported issues through analysis of application logs, database logs, and server logs

• Recreate issues for verification and analysis enabling quick resolution for the customer or for further escalation as needed

• Perform software testing to confirm resolutions and verification of new product releases

• Develop and conduct programs to document installation, configuration, and support of software products and to train other Software Support Specialists

• Maintain a high level of knowledge on the products, data, and markets supported

• Take ownership of escalated issues and manage customer expectations to maintain favorable client relationships

• Analyze various reports to look for opportunities to improve the customer experience and drive customer satisfaction improvements

• Engage with customer during pilots and software product launches, ensuring customer needs are being met

• Collaborate to develop solutions, establish standards, and drive best practices to deliver improvements in service delivery and product quality

• Other responsibilities and projects as assigned

REQUIRED EDUCATION AND QUALIFICATIONS

• Degree Qualified or equivalent; Computer Science, Business or relevant field

  
  

REQUIRED SKILLS AND COMPETENCIES

• Proven ability to troubleshoot complex systems and utilize available resources to resolve issues in a timely manner

• Extensive IT skills for the installation and testing of complex software solutions in Windows, Linux, Citrix, and Web environments

• Broad SQL skills

• Relationship building and presentations skills with customers and cross-functional teams

• Excellent problem-solving, analytical, and organizational skills are required to manage outstanding issues until resolution

• Highly self-motivated and directed, proactive, with keen attention to detail

• Excellent written, oral, and interpersonal skills

• Ability to travel up to 25%

• Ability to work as part of a distributed virtual team across multiple time zones

  
  

DESIRABLE SKILLS AND COMPETENCIES

• Familiarity with High Availability concepts such as load balancing, failover, and application servers

• Experience with database infrastructure basics (SQL and Oracle)

• Network security (SSL cryptography) and Active Directory identity management knowledge

• Knowledge of bank branch processes

• Knowledge of retail cash management processes

Pay Range: $69,000 - $90,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility.

GLORY SPIRITS

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customers

Self-Starter - understand the objectives of your own work and are proactive in achieving goals

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal

Integrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics

Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Glory is proud to share that our benefit package ranks in the top 25% across the country!

Benefits:

• 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution
• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• MDLive – 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays – 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement
• Company Vehicle/Insurance – this benefits only applies to certain positions

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted.

Third Party Agencies

Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.