Onboarding Support Associate

Hennessy Industries; Monterrey; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company in technology-driven retail solutions is seeking a Customer Support Specialist. The role involves assisting customers with product installations, troubleshooting technical issues, and maintaining customer satisfaction. Ideal candidates will have strong communication skills and a customer-centric approach, with opportunities for continuous learning and team collaboration.

Formación

• 1+ years of experience in customer support or technical support.
• Strong English communication skills, both written and verbal.
• Ability to troubleshoot and resolve technical issues efficiently.

Responsabilidades

• Provide timely support to customers via email and phone.
• Maintain accurate records of customer interactions and issues.
• Collaborate with teams to troubleshoot and resolve installation issues.

Conocimientos

Customer support

Technical support

Troubleshooting

Communication

Attention to detail

Team collaboration

Descripción del empleo

What you will do:

• Provide timely and effective support to customers via email and phone, assisting them through the installation and setup processes of Invenco by GVR products.
• Address customer inquiries, ensuring a high level of satisfaction and providing clear and concise guidance.
• Escalate complex issues to Onboarding Support Specialists when necessary, ensuring that customers receive the help they need.
• Maintain accurate and detailed records of customer interactions, issues encountered, and the resolutions provided.
• Document any missing, defective, or "Dead on Arrival" (DOA) components during the installation process, and coordinate with relevant teams for quick resolution.
• Contribute to the creation and maintenance of a knowledge base by documenting common issues and solutions.
• Collaborate with Authorized Service Contractors (ASC) and internal teams to troubleshoot and resolve hardware, software, or network issues during initial product installations.
• Recommend replacements or upgrades for any defective or suboptimal components identified.
• Work closely with Onboarding Support Specialists and other team members, learning from their expertise and contributing to a collaborative work environment.
• Assist in the training and onboarding of new team members, sharing knowledge and best practices.

Who you are:

• 1+ years of experience in customer support, technical support, or a related field.
• Strong English communication skills, both written and verbal.
• Ability to troubleshoot and resolve technical issues efficiently.
• Attention to detail and a customer-centric approach.
• Ability to work collaboratively in a team environment.
• Willingness to engage in continuous learning and development activities.

About Invenco by GVR

Invenco by GVR is a dynamic and innovative force in the world of technology-driven retail solutions. Born from the integration of various groups within the Gilbarco Veeder-Root network and the strategic acquisition of technology companies worldwide, our foundation is built on tech expertise. With a diverse set of industry leaders including Orpak, Invenco, Insite360 & GVR, we have formed a network of excellence. We are a global team located in over 20 countries and are proud of our diversity.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide. Additional information about Vontier is available on the Company’s website atwww.vontier.com.}

#LI-MC1 #LI-remote