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.
- Manage and execute customer deployments, including gathering requirements, identifying risks, configuring solutions, and ensuring timely and successful delivery.
- Serve as the primary point of contact for complex and escalated customer issues, taking full ownership of resolution from start to finish.
- Provide expert-level troubleshooting and support across products and systems,



including acting as an i360 Subject Matter Expert (SME) (required).
- Translate customer needs into actionable solutions and ensure alignment with product capabilities and internal processes.
- Act as a liaison between customers, support teams, engineering, and other internal stakeholders to drive issue resolution and project success.
- Handle multiple priorities simultaneously, balancing deployment work, customer escalations, and ongoing support needs.
- Support and guide Tier 2 and Tier 3 teams by providing expertise on complex cases and assisting with escalations.
- Assist in onboarding, coaching, and mentoring team members to improve overall team capability and performance.
- Identify trends, recurring issues, and process gaps, and provide recommendations for continuous improvement.
- Ensure all customer interactions, deployment activities, and issue resolutions are thoroughly docum

📌 Support Center Solutions Specialist (Monterrey)
🏢 Vontier
📍 Monterrey