The Support Center Solutions Specialist is a fully integrated role responsible for delivering end-to-end customer support, deployment execution, and advanced issue resolution within the Support Center. This role requires a highly skilled individual capable of seamlessly managing deployment activities, resolving complex customer issues, and ensuring an exceptional customer experience across all interactions.
The Specialist serves as a single point of ownership for both technical and customer-facing responsibilities—combining deployment expertise, escalation management, SME-level knowledge, and proactive customer engagement to drive satisfaction, retention, and operational excellence.
Key Responsibilities.
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Manage and execute customer deployments, including gathering requirements, identifying risks, configuring solutions, and ensuring timely and successful delivery.
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Serve as the primary point of contact for complex and escalated customer issues, taking full ownership of resolution from start to finish.
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Provide expert-level troubleshooting and support across products and systems, including acting as an i360 Subject Matter Expert (SME) (required).
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Translate customer needs into actionable solutions and ensure alignment with product capabilities and internal processes.
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Act as a liaison between customers, support teams, engineering, and other internal stakeholders to drive issue resolution and project success.
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Handle multiple priorities simultaneously, balancing deployment work, customer escalations, and ongoing support needs.
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Support and guide Tier 2 and Tier 3 teams by providing expertise on complex cases and assisting with escalations.
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Assist in onboarding, coaching, and mentoring team members to improve overall team capability and performance.
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Identify trends, recurring issues, and process gaps, and provide recommendations for continuous improvement.
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Ensure all customer interactions, deployment activities, and issue resolutions are thoroughly documented and tracked.
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Maintain proactive communication with customers, providing updates, managing expectations, and ensuring a positive experience.
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Ensure the Help Desk (HD) is delivering a high level of service by monitoring interactions, identifying improvement opportunities, and supporting quality initiatives.
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Conduct proactive outreach to customers, including calling customers to gather feedback, address concerns, and improve overall satisfaction.
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Respond to customer inquiries via phone and email with professionalism, clarity, and urgency.
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Support new product introductions and rollout efforts within the Support Center.
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Participate in special projects, initiatives, and high-priority assignments as needed.
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Tier 2 phone contributions during critical periods.
Outcomes and Deliverables.
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Customer Satisfaction (VOC).
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Deployment delivery, accuracy, and timeliness.
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Effectiveness and speed of issue resolution.
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Quality of communication and follow-up.
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Help Desk service quality and consistency.
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Documentation accuracy and process adherence.
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Contribution to team performance and continuous improvement initiatives.
WHO YOU ARE (Qualifications).
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Associate degree in a technical field or equivalent work experience preferred.
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2–3+ years of experience in customer support, deployment, or technical service roles preferred.
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Demonstrated expertise as an i360 SME (required).
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Strong customer service, relationship management, and problem-solving skills.
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Advanced troubleshooting and analytical capabilities.
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Excellent verbal and written communication skills.
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Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
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Experience in a call center or support center environment.
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Proficiency in Microsoft Office (Excel, Word, PowerPoint).
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Experience with ticketing, SMS, TalkDesk Email, or support tools (e.g. Smartsheet, Jira, Service Now).
Competencies.
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Driving for Results - Ability to focus on important issues, regularly refocuses on results, demonstrates a drive to exceed performance targets.
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Customer Focus- Acts for the customer, knowledgeable of customer’s requirements, works collaboratively.
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Ensures Accountability - Holding self and others accountable to meet commitments.
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Decision Quality - Making good and timely decisions that keep the organization moving forward.
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Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
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Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
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, automation and 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!
