Tech Support Agent

Vontier; Monterrey; Presencial; MXN 516.173 - 860.289; Jornada completa

Descripción de la vacante

Vontier is seeking a POS Support Center Tier 2 Specialist in Monterrey, Nuevo León, to provide helpdesk support for the Passport Point of Sale system. You will handle approximately 1,500 inbound calls daily, assisting customers and service contractors with technical issues.

The ideal candidate will have a technical degree or equivalent experience, good customer service skills, and proficiency in Microsoft Office. Flexibility in working hours is required as this is a 24x7 help desk role.

Formación

• Preferred: 2-year technical degree or equivalent skill set.
• Proficient in operating a PC and related business software.
• Call center experience is preferred.

Responsabilidades

• Provide support for POS Customers and Authorized Service Contractors.
• Open and manage tasks with Authorized Service Contractors.
• Manage and resolve emails from Major Oil Companies and independent customers.

Conocimientos

Customer service skills

Call center experience

Networking knowledge

Proficient in Microsoft Office

Educación

2-year technical degree or equivalent

Herramientas

PC and related business software

Descripción del empleo

The POS Support Center Tier 2 Specialist will provide helpdesk support for POS Customers and Authorized Service Contractors (ASC). As a Tier 2 Specialist you will be helping to respond to the team’s estimated 1,500 inbound calls daily for our Passport Point of Sale system. Utilizing training and knowledge guides you will attempt to quickly diagnose issues and bring the customer’s site back into operation or help to answer their questions in regard to the system. As a 24x7 help desk, flexibility in schedule is required and after initial training period your work shift will be determined based on staffing needs of the business.

Key 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.

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).