Cencon Level 2 Agent at Hyosung America, Inc in Irving, Texas

Job Description:

Hyosung America, Inc

Job Type: Full Time
Location: GRAND PRAIRIE, TX, US | Irving, TX, US | IRVING, TX, US | Irving, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | IRVING, TX, US | GRAND PRAIRIE, TX, US | GRAND PRAIRIE, TX, US | GRAND PRAIRIE, TX, US

JOB SUMMARY:

The Cencon Level 2 is responsible for backing up the lead role in the Cencon team as needed and contributing with basic and advanced troubleshooting and programming needs. When backing up the leadership gap the Level 2 Agent ensuring that handle all calls and emails are handled in a timely manner. Monitor all key orders and lock-programming tasks are handled in a timely manner and accurate manner.

ESSENTIAL FUNCTIONS:

• The Cencon Level 2 agent will assist as needed with ensuring the accuracy of work completed by the Cencon team
• Assist with Completing QA on programming, locks and calls
• Forecasting for supply needs as a backup when needed
• Ordering supplies when low if the lead is out
• Working with Kaba HD as needed to resolved complex issues related to programming and errors
• Provide feedback and suggest changes to improve and build to the current documentation on file for Cencon new hire training, troubleshooting and FSE training
• Assist with mentoring and training new hire cencon agents and level 1 cencon agents as needed
• Documents and reports issues with agents, customers, equipment and systems
• The Cencon lead is responsible for providing superior customer service at all times and ensuring the team is providing that same level of service
• Process Adherence
• Ability to escalate issues to the next level
• QA programming of locks and keys
• QA packages shipped for the proper contents and ship to location
• Contact Kaba during troubleshooting as needed during their business hours 9AM-4PM CST M-F
• Complete the weekly assigned QA, reports, training, coaching and process outlined
• Train new agents to ensure they are prepared for all aspects of the job
• Provide and help develop troubleshooting documentation and edit as needed with new knowledge acquired
• Perform any necessary hard drive destruction in accordance with customer contracts and expectations
• Meet or exceed production goals set or assist when short staffed or busy periods
  1. Complete all prod key requests for assign projects before shipment pick up
  2. Complete all deployment key requests prior to bring live date staying 7 days ahead of assigned projects or as added
  3. Complete FSE Cencon training providing proper documentation, best practices, Q & A session and step by step initialization of a lock, as well as opening and lock of the lock.
  4. Complete additional tasks as assigned within time frame given
• Complete work in a time manner
  1. Program FLM lock or kit with all steps 1-5 minutes
  2. Program FLM and Bank Mode with all steps 1-15 minutes
  3. Program Bank mode kit or lock with all steps 1-10 minutes
  4. Re-Order Supplies as needed or notify leadership supplies are needed when low
  5. Delete green keys and name locks in Cencon system in down time
  6. Process returns
  7. Handle programming requests in the DC within 1 hour of the request
• Problem Resolution
• Attention to detail
• Appropriate Documentation
• Positive attitude towards management, co-workers and customers
• Professionalism at all times regarding appearance, workspace, language and behavior
• Punctuality for start of shift and breaks
• Report issues with your ability to work to leadership as found for resolution
• Cencon Agents are required to take work request via calls, emails or at the request of leadership and management
• Tasks to be assigned

EDUCATION AND EXPERIENCE:

• High School Diploma
• Previous kaba lock or troubleshooting experience preferred
• Previous leadership experience or 3 years of related experience in dispatching or ATM service industry
• Strong interpersonal skills
• Critical thinking, comprehension and problem resolution skills
• Typing speed 35 WPM with 85% accuracy
• Proficient with Microsoft Word, Excel and Outlook
• Extensive knowledge in researching and documenting information
• Working knowledge of the SOC process and policies
• Ability to step up and take charge to help in busy times, support agents with issues and refocus on assigned tasks in slow periods
• Troubleshooting knowledge
• Researching and documentation accounts

PHYSICAL DEMANDS:

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.

• While performing the responsibilities of the job, the employee is required to talk and hear.
• The employee is often required to sit and use their hands and fingers, to handle or feel.
• The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.
• Vision abilities required to perform this job include close vision.

WORK ENVIRONMENT:

• Call center environment
• Limited space with a stadium style setting
• Agents use multiple programs to complete work

Agent go to warehouse to program locks for FSE’s and ATM installations

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HST System, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities/Females/Disabled/Veteran

PI259500895

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