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.
Mai

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