Tech Support Agent

Vontier; Monterrey; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Vontier is seeking a POS Support Center Tier 2 Specialist in Monterrey to provide high-level helpdesk support for Passport Point of Sale systems and related Gilbarco products. You will handle daily inbound inquiries, diagnose issues, and restore customer sites while coordinating with service contractors.

The role requires flexibility for 24x7 shifts and after training, shifts will be assigned based on staffing needs.

Formación

• Must have strong customer service skills and able to operate a PC and standard business software.
• Experience in a call center environment is preferred.
• Proficiency with Microsoft Office programs is required.
• Networking knowledge or experience is preferred.

Responsabilidades

• 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.
• Continuously increase product knowledge through on-the-job training and self-study.

Conocimientos

Customer service

PC proficiency

Microsoft Office

Networking knowledge

Call Center experience

Educación

2-year technical degree

Herramientas

Passport Point of Sale

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 this teams 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 processContinuously increase product knowledge through on-the-job training and self-study.

WHO YOU ARE (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).

WHO IS INVENCO By GVR

Invenco by GVR is a dynamic and innovative force in the technology-driven retail solutions. Born from integrating 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. Our team members are located in over 20 countries and we are proud of the global diversity of our teams.

Who Is Vontier

Vontier(NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity,automationand multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let's power the way the world moves!