Senior Customer Support Analyst

Overview

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.

Responsibilities

• Advanced Troubleshooting : Diagnosing and resolving complex, escalated technical issues related to retail systems, point-of-sale (POS) systems, hardware, and software.
• Issue Escalation & Management : Receiving and processing escalated tickets from Level 1 and 2 support teams, determining root causes, and taking ownership of issues until resolution.
• Vendor Management : Working with third-party vendors and manufacturers to resolve complex technical problems, often requiring detailed knowledge of their products and services.
• Knowledge Base & Documentation : Creating and maintaining detailed documentation and knowledge base articles for technical issues, solutions, and best practices.
• Training and Mentoring : Mentoring Level 2 support staff on advanced troubleshooting techniques and knowledge base usage.
• Performance Optimization : Identifying and resolving performance issues within retail systems, such as slow POS transactions or system crashes.
• Communication : Clearly communicating technical issues and resolutions to both internal staff and external vendors, ensuring timely updates and escalations.

Qualifications

About the Company

Invenco by GVR is a dynamic and innovative force in technology-driven retail solutions. Our team is globally distributed and diverse, with members in over 20 countries and experience across the Gilbarco Veeder-Root network and related brands.

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