Purpose of the position
Our customer journey extends beyond purchasing our products and services, it’s complemented by the support given to them to ensure they can continually and consistently deliver services to their customers. As one of our Helpdesk Technicians you will provide remote based diagnostic technical support and resolution for customers to enable forecourt sites to remain operational across the GVR customers base in Europe in the most effective and cost-efficient manner by minimizing efforts to resolve. This will include POS, Backoffice systems, Payment terminals, payment systems, forecourt controllers, and IT and cloud-based specific applications. Also support to Field technicians needs to be provided. The focus of this role is to resolve problems in a timely manner without the need to dispatch a Field Service Engineer, within the contractual SLA (Service Level Agreement) to ensure Customers full satisfaction. In case of new problems identified, analysis, log collection and proper escalation to next level of support is required, as well as follow up and full ownership until the problem is resolved at site and the customer has acknowledged the resolution.
A highly focused customer service role you will regularly communicate externally with customers and internally with colleagues to establish resolution.

Knowledge, Skills and Experience

• Good skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify, communication skills.
• Previous experience within a helpdesk/technical support environment or a relevant recognized qualification in an IT related subject matter.
• Be proficient with Microsoft Office applications and have knowledge of IT systems/portals and have a naturally inquisitive technical aptitude
• Experience of system development and/or remote support
• Experience of the Windows platform and advanced Networking skills (CCNA Cisco certification preferred)
• IT Domain knowledge
• Experience of relational databases is a nice to have
• DevOps basic skills (Cloud AWS)
• Cloud products knowledge and tools knowledge.
• Problem-solving attitude.
• On-Site devices knowledge, connectivity tools knowledge.
• Ability to demonstrate excellent customer contact handling skills, demonstrating empathy, support coupled with active listening skills to ascertain facts and work through resolutions.
• Be persistent, resilient, and patient, recognizing that some individuals you are supporting may be under pressure and possess less technical skills
• Able to prioritize and multitask effectively and work to tight deadlines
• Have excellent attention to detail and accuracy
• Self-driven and work independently, but able to work constructively in a team, focusing on solutions to improve service levels
• Flexibility in work Schedule
• Self-Learning and proficiency utilizing research manuals and tools to find answers
• To comply with the Health, Safety and Environment (HSE) Policy (Vontier, GVR & local country)
• To comply with the Vontier Code of Conduct

• Proactively access the GVR helpdesk portal to review logged calls and triage appropriately establishing priorities guidelines for the relevant contract within the service level agreement (SLA).
• To verify if the initial customer logged issue still exists and dial in remotely to resolve. If a remote fix is unachievable, then escalate or send on site Field Engineer, depending on type of contract.
• To gather and log all information concisely and accurately i.e., initial problem description, resolution provided and knowledge base
• To update each customer’s call management portal/intranet, as appropriate, when remote fixes are completed.
• To provide excellent customer service to customers, managing expectations sensitively and communicating clearly throughout, so they are reassured and aware of what is next stages and timescales.
• To support onsite customer representatives through disaster recovery procedures and system update procedures.
• Assist third parties Service Engineers with technical consultations.
• Carry out trend analysis on repeat alarms and identify root cause and work with other internal teams to resolve.
• Propose to Team Leader any needed standard work documentation for remote fix scripts & diagnostic support and to update the shared technical Knowledge Base for each product.
• Travel on demand, occasionally (Customer / Partner, GVR Companies or other location if needed)
• Undertake any other duties that are required commensurate with the role and to support the wider team.

Knowledge, Skills and Experience

• Good skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify, communication skills.
• Previous experience within a helpdesk/technical support environment or a relevant recognized qualification in an IT related subject matter.
• Be proficient with Microsoft Office applications and have knowledge of IT systems/portals and have a naturally inquisitive technical aptitude
• Experience of system development and/or remote support
• Experience of the Windows platform and advanced Networking skills (CCNA Cisco certification preferred)
• IT Domain knowledge
• Experience of relational databases is a nice to have
• DevOps basic skills (Cloud AWS)
• Cloud products knowledge and tools knowledge.
• Problem-solving attitude.
• On-Site devices knowledge, connectivity tools knowledge.
• Ability to demonstrate excellent customer contact handling skills, demonstrating empathy, support coupled with active listening skills to ascertain facts and work through resolutions.
• Be persistent, resilient, and patient, recognizing that some individuals you are supporting may be under pressure and possess less technical skills
• Able to prioritize and multitask effectively and work to tight deadlines
• Have excellent attention to detail and accuracy
• Self-driven and work independently, but able to work constructively in a team, focusing on solutions to improve service levels
• Flexibility in work Schedule
• Self-Learning and proficiency utilizing research manuals and tools to find answers
• To comply with the Health, Safety and Environment (HSE) Policy (Vontier, GVR & local country)
• To comply with the Vontier Code of Conduct.

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.