24/7 POS Support Specialist (Tier 2)

Vontier Corporation; Monterrey; On-site; MXN 167,000 - 257,000; Full time

Job summary

Vontier Corporation in Monterrey is seeking a Tier 2 POS Specialist to provide helpdesk support for Passport Point of Sale systems. You will respond to up to 1,500 daily inbound calls, diagnose issues, and help restore customer sites.

After training, shifts are determined by staffing needs in a 24x7 operation. The role requires technical aptitude, strong customer service, PC proficiency, and familiarity with Microsoft Office; prior call center experience is preferred.

Qualifications

• 2-year technical degree (preferred) or equivalent skill set.
• Proficient in operating a PC and related business software.
• Call Center experience (preferred).
• Good customer service skills.
• Proficient in Microsoft Office programs.
• Networking knowledge / experience (preferred).

Responsibilities

• Provide Operational and Technical Assistance to end-users on dispensers and Passport Point of Sale and other Gilbarco related products and services.
• Open, manage and dispatch Authorized Service Contractors.
• Manage, monitor and resolve tasks and alarms on a daily basis.
• Manage and resolve emails from Major Oil Companies (MOC) and independent customers.
• Maintain Department guidelines regarding average handle time and productivity.
• Maintain Department guidelines regarding call quality and call audit process; continuously increase product knowledge through on-the-job training and self-study.

Skills

Tech degree or equivalent

PC proficiency

Call center

Customer service

MS Office

Networking knowledge

Education

2-year technical degree

Job description

Vontier Corporation in Monterrey is seeking a Tier 2 POS Specialist to provide helpdesk support for Passport Point of Sale systems. You will respond to up to 1,500 daily inbound calls, diagnose issues, and help restore customer sites.

After training, shifts are determined by staffing needs in a 24x7 operation. The role requires technical aptitude, strong customer service, PC proficiency, and familiarity with Microsoft Office; prior call center experience is preferred.