Senior Customer Support Analyst

Sr. Customer Support Analyst (L3)

Invenco by GVR Technical Support team is seeking a highly motivated, technically proficient, and experienced Sr. Customer Support Analyst (L3) to join and work with the Invenco Technical Support Team and Helpdesk.

A retail help desk Level 3 (Tier 3) position involves advanced troubleshooting, escalated issue resolution, and potentially, working with vendors and junior team members (L2) to resolve complex technology issues.

WHAT YOU WILL DO:

• Advanced Troubleshooting: Diagnosing and resolving complex, escalated technical issues related to retail systems, point-of-sale (POS) systems, hardware, and software.
• Issue Escalation & Management: Receiving and processing escalated tickets from Level 1 and 2 support teams, determining root causes, and taking ownership of issues until resolution.
• Vendor Management: Working with third-party vendors and manufacturers to resolve complex technical problems, often requiring detailed knowledge of their products and services.
• Knowledge Base & Documentation: Creating and maintaining detailed documentation and knowledge base articles for technical issues, solutions, and best practices.
• Training and Mentoring: Mentoring Level 2 support staff on advanced troubleshooting techniques and knowledge base usage.
• Performance Optimization: Identifying and resolving performance issues within retail systems, such as slow POS transactions or system crashes.
• Communication: Clearly communicating technical issues and resolutions to both internal staff and external vendors, ensuring timely updates and escalations.

ABOUT YOUR EXPERIENCE

• Technical Expertise: Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware, and networks.
• Problem-Solving: Excellent ability to identify and resolve complex technical problems efficiently.
• Communication: Exceptional communication and interpersonal skills, both written and verbal.
• Customer Focus: A commitment to providing excellent customer service and resolving issues quickly and effectively.
• Software Proficiency: Familiarity with industry-standard retail software and operating systems (e.g., Windows, POS systems, OPT, EPS, etc.).
• Experience: Several years of experience in retail help desk or technical support roles.
• Certifications (Preferred): Industry-recognized certifications can be an asset.

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.

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 who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone—we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

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