Job Function: Remote Cash Capture – Technical Support Specialist

Primary Location: Onsite - Alpharetta, Ga

Compensation: Non-Exempt - $20 - $23/hour

 Company: Superior

About Us: Superior helps financial institutions enhance their performance and deliver outstanding customer experiences. We are a well-established, rapidly growing national company with revenues exceeding $40 million in 2024 with consistent year-over-year growth for the past two decades. Superior is a leading provider of cash automation and Remote Cash Capture (RCC) solutions, supporting financial institutions and retail clients nationwide. We specialize in delivering reliable smart safe technologies, software platforms, and service coordination that improve cash visibility, operational efficiency, and client satisfaction.

We foster a collaborative work environment where employees are empowered to contribute to the company's success.

Position Summary: We are seeking an experienced and driven RCC Technical Support Specialist with 2-3 years. The RCC Technical Support Specialist is responsible for managing the help desk while delivering high-quality technical customer support for Superior’s Remote Cash Capture clients. This role serves as a primary point of contact for customer inquiries related to hardware, software and service issues.  The ideal candidate is detail-oriented, customer-focused, and comfortable working in a fast-paced, service-driven environment while coordinating with clients, vendors, and internal teams.

Essential Duties and Responsibilities:

• Respond promptly and professionally to customer emails and inbound telephone calls
• Communicate and manage all customer escalations with Sesami support team and lead the weekly support call between Superior and Sesami.
• Monitor and review software alerts within smart safe platforms.
• Troubleshoot device and software issues with clients; escalate unresolved issues by opening manufacturer/vendor support tickets
• Track all open vendor tickets and manage them through resolution and closure
• Participate in meetings with clients, banks, and vendor partners as required
• Place orders for smart safes, devices, modems, and client supplies
• Coordinate and schedule device-related activities including site surveys, installations, deinstalls, moves, and RMAs
• Review site survey results and communicate requirements with clients and financial institutions
• Enter and configure devices in applicable software platforms including report scheduling.

 Minimum Required Qualifications:

• Experience in technical support, help desk, banking operations, cash automation, or financial services preferred
• High school diploma or GED required
• 2-3 years in customer service or order processing preferred

Other Requirements:

• Must pass background check and drug screening
• Strong written and verbal communication skills
• Strong understanding of customer service principles and best practices
• Detail-oriented with strong organizational habits
• Familiarity with Microsoft Outlook, Excel, and email systems
• Excellent verbal and written communication skills with internal teams, customers, banks, and vendors
• Strong customer-first mindset and problem-solving abilities
• Experience with Sesami SES, Fiserv CorPoint, or similar cash automation platforms is a strong plus

Benefits:

• Competitive Pay: We offer fair and competitive wages based on experience and market standards.
• Health Insurance: Competitive medical, dental, and vision plans to ensure you and your family are covered.
• Life and Disability Insurance: Company-provided life insurance along with short-term and long-term disability coverage.
• Employee Assistance Program (EAP): Access to confidential counseling and support services for personal and professional       challenges.
• Paid Time Off (PTO): Generous paid vacation, sick leave, and holidays.
• Professional Development: Opportunities for growth, training, and skill-building within the company.

Equal Opportunity Employer: Superior is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, national origin, age, genetic information, disability, protected veteran status, or any other characteristic or category protected by local, state, or federal law.