Tech Support Agent

Vontier; Monterrey; Presencial; MXN 300,000 - 400,000; Jornada completa

Descripción de la vacante

A global industrial technology company is seeking a Tier 2 Specialist for its POS Support Center in Monterrey, Nuevo León. In this role, you will provide helpdesk support, handle 1,500 calls daily regarding the Passport Point of Sale system, and assist customers with technical and operational inquiries. Candidates should have a technical degree or equivalent experience, strong customer service skills, and proficiency in Microsoft Office. The position offers flexible scheduling and opportunities for personal development.

Servicios

Career growth opportunities

Dynamic and inclusive environment

Formación

• Call center experience preferred.
• Proficient in PC operation and business software.
• Strong customer service skills.

Responsabilidades

• Provide operational and technical assistance on dispensers and POS systems.
• Open, manage, and dispatch Authorized Service Contractors.
• Monitor and resolve daily tasks and alarms.

Conocimientos

Customer Service Skills

PC Operation

Networking Knowledge

Educación

2-year technical degree or equivalent skills

Herramientas

Microsoft Office

Descripción del empleo

INTRODUCTION and WHAT YOU WILL DO (Job Responsibilities)

The POS Support Center Tier 2 Specialist provides helpdesk support for POS Customers and Authorized Service Contractors (ASC). As a Tier 2 Specialist, you will respond to approximately 1,500 inbound calls daily for the Passport Point of Sale system. Using training and knowledge guides, you will diagnose issues quickly to restore customer sites or answer system-related questions. This is a 24x7 help desk role, requiring schedule flexibility. After initial training, your work shift will be determined based on staffing needs.

Responsibilities include:

1. Providing operational and technical assistance on dispensers, Passport Point of Sale, and other Gilbarco products and services.
2. Opening, managing, and dispatching Authorized Service Contractors.
3. Monitoring and resolving tasks and alarms daily.
4. Managing and resolving emails from Major Oil Companies (MOC) and independent customers.
5. Maintaining department guidelines on average handle time and productivity.
6. Ensuring call quality through call audits.
7. Continuously increasing product knowledge through training and self-study.

WHO YOU ARE (Qualifications)

- 2-year technical degree (preferred) or equivalent skills.
- Proficient in PC operation and business software.
- Call center experience (preferred).
- Strong customer service skills.
- Proficient in Microsoft Office.
- Networking knowledge/experience (preferred).

ABOUT INVENCO by GVR

Invenco by GVR is a leader in retail technology solutions, formed through strategic acquisitions within the Gilbarco Veeder-Root network. Our diverse team spans over 20 countries, emphasizing innovation and expertise in the industry.

WHO IS VONTIER

Vontier (NYSE: VNT) is a global industrial technology company focused on mobility solutions. We foster a culture of innovation and continuous improvement, committed to sustainable solutions. More information is available at www.vontier.com.

Join us at Vontier

We support your career growth in a dynamic, inclusive environment that values personal development, work-life balance, and collaboration. Be part of a community dedicated to innovation and impactful solutions. Together, let's enable the way the world moves!