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 documented and tracked.
- Maintain proactive communication with customers, providing updates, managing expectations, and ensuring a positive experience.
- Ensure the Help Desk (HD) is delivering a high level of service by monitoring interactions, identifying improvement opportunities, and supporting quality initiatives.
- Conduct proactive outreach to customers, including calling customers to gather feedback, address concerns, and improve overall satisfaction.
- Support new product introductions and rollout efforts within the Support Center.
- Participate in special projects, initiatives, and high-priority assignments as needed.
- Tier 2 phone contributions during critical periods.
**- Outcomes and Deliverables.**
- Customer Satisfaction (VOC).
- Deployment delivery, accuracy, and timeliness.
- Effectiveness and speed of issue resolution.
- Quality of communication and follow-up.
- Help Desk service quality and consistency.
- Documentation accuracy and process adherence.
- Contribution to team performance and continuous improvement initiatives.
**WHO YOU ARE (Qualifications).**
- Associate degree in a technical field or equivalent work experience preferred.
- 2-3+ years of experience in customer support, deployment, or technical service roles preferred.




- Demonstrated expertise as an i360 SME (required).
- Strong customer service, relationship management, and problem-solving skills.
- Advanced troubleshooting and analytical capabilities.
- Excellent verbal and written communication skills.
- Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
- Experience in a call center or support center environment.
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
**Competencies**.
- Driving for Results - Ability to focus on important issues, regularly refocuses on results, demonstrates a drive to exceed performance targets.
- Customer Focus
- Acts for the customer, knowledgeable of customer’s requirements, works collaboratively.
- Ensures Accountability - Holding self and others accountable to meet commitments.
- Decision Quality - Making good and timely decisions that keep the organization moving forward.
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
- 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 general diversity of our teams.
**WHO IS VONTIER**
Vontier (NY

📌 Support Center Solutions Specialist (Monterrey)
🏢 Invenco by GVR
📍 Monterrey