Tech Support Agent

• Purpose of Position
  
  

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.

• 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
• 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)
  
  

The world depends on Gilbarco Veeder-Root products to stay moving. We are the worldwide technology leader for retail and commercial fueling operations. We continue to evolve as smart cities, urbanization, electrification of vehicles, and advanced vehicle diagnostics drive the industry forward. Offering the broadest range of innovative, integrated solutions in the industry, Gilbarco Veeder-Root has delivered value, built extraordinary teams, and earned customer trust for more than 150 years. To learn more about us visit: www.gilbarco.com.

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 at www.vontier.com.

• Provide Operational and Technical Assistance to end-users on dispensers and Passport POS 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 Examples include:
• Spot activations
• Bundle activations
• Password resets
• Remote Key Loads
• Deployment questions
• SR status questions
• ESR status questions
• Follow up alarms
• Special project requests
• Cookie requests
• Manage and resolve emails from Major Oil Companies (MOC) and independent customers.
• Maintain Department guidelines in regards to average handle time and productivity
• Maintain Department guidelines in regards to call quality and call audit process
• Continuously increase product knowledge through on the job training and self stud