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
Diagnosing and resolving complex, escalated technical issues related to retail systems, point-of-sale (POS) systems, hardware, and software.
: Receiving and processing escalated tickets from Level 1 and 2 support teams, determining root causes, and taking ownership of issues until resolution.
Working with third-party vendors and manufacturers to resolve complex technical problems, often requiring detailed knowledge of their products and services.
n: Creating and maintaining detailed documentation and knowledge base articles for technical issues, solutions, and best practices.
: Mentoring Level 2 support staff on advanced troubleshooting techniques and knowledge base usage.
: Identifying and resolving performance issues within retail systems, such as slow POS transactions or system crashes.
: Clearly communicating technical issues and resolutions to both internal staff and external vendors, ensuring timely updates and escalations.
Troubleshooting slow POS transactions and identifying root causes.
Troubleshooting Outdoor payment terminals that are not working and identifying root causes, installing replacements and processing replacement device requests and technician dispatches.
Working with vendors to resolve hardware or software issues with POS systems.
Creating and maintaining documentation for common retail technology problems and solutions.
Responding to escalated tickets from Level 1 and 2 support staff.
Training new hires on advanced troubleshooting techniques and retail systems.
Analyzing and identifying trends in user support requests.
Suggesting and implementing solutions to prevent future issues.

: Strong understanding of retail technology, including POS systems, EPS, site systems architecture, hardware, and networks.
: Excellent ability to identify and resolve complex technical problems efficiently.
: Exceptional communication and interpersonal skills, both written and verbal.
: A commitment to providing excellent customer service and resolving issues quickly and effectively.
: Familiarity with industry-standard retail software and operating systems (e.g., Windows, POS systems, OPT, EPS, etc.).
: Several years of experience in retail help desk or technical support roles.
: 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.
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 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!
We give you the tools you need to discover your perfect job match, and the freedom and support to take your career to the next level.

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