at Vontier in Dover, Delaware, United States
POSITION SUMMARY : A representative provides Tier 1 support on the diagnostic application software services. These include answering and troubleshooting registration, activation, installation and configuration questions. A representative will also provide support hardware and software diagnostic packages used by MATCO Franchisees and associates. The shift is morning or mid-day hours.
WHAT YOU WILL DO + Provide hardware and software phone support for customer mobile devices.
+ Provide assistance on testing new releases and documenting processes.
+ Document customer contacts through ticketing system.
+ Provide support on the MATCO Diagnostic software as it relates to user accounts, setup, installation, registration and activation activities.
+ Leads support activities by handling support ticket escalations from other team members.
+ Trains team members in new features of the diagnostic tools
+ Works on documentation of the Matco Diagnostic systems
+ Monitors and tracks call service levels to ensure department goals are met.Works with manager to perform RCCM processes when goals are not met.
POSITION QUALIFICATIONS : + Strong customer service skills.
+ Experience with smartphone and tablet operating systems (iOS and Android).
+ Experience with basic networking troubleshooting – TCP /IP, Routers, Wireless networking
+ Experience with Microsoft Windows releases – Windows XP, Vista, Windows 7 and Windows 8.
+ Experience handling phone support for software packages and the ability to gather facts about problems.
+ Has the ability to create documentation related to program functions, features, release bulletins, Help System, training, and general documentation.
+ Experience with Microsoft Office products – Outlook, Excel, Word
+ Experience with basic hardware support troubleshooting.
+ 1+ years of call center experience or equivalent experience in dealing with customers.
+ High school degree or GED equivalent.
There could be instances in which attendance may be needed in person, at Stow headquarters. This would be a hybrid schedule. We are only looking for local candidates at this time.
#LI-AN1 Matco Tools, a wholly owned subsidiary of Vontier Corporation, is a distributor of quality professional automotive equipment, tools, and toolboxes. Matco began operation in 1946 and, since 1979, has sold products directly to professional mechanics, enthusiasts, and those who value quality tools through a network of independent franchised mobile distributors who operate in all 50 states, Puerto Rico, and Canada. Products are also sold to central purchasing operations and other institutional customers through industrial sales representatives and via the internet. Matco is a franchising company, a distribution company, a financing company, a manufacturer of industry leading toolboxes, and a leading supplier of automotive technology solutions employing approximately 600 associates in the United States, Puerto Rico and Canada. For more information on Matco Tools, visit
BENEFITS Annual bonuses/incentives (depending on position) Immediate company benefits (medical, dental, vision, life, etc.) 401k with company match 401k defined contribution after 1 year of service High level of employee engagement Walking path and gym equipment onsite Food trucks on site during the summer Dress for your day – every day casual/jeans Employee discounts 15 days vacation + 4 floating holidays + 8 paid holidays Paid maternity & paternity leave Tuition reimbursement Student loan payment assistance Hybrid work environment (2 days remote) Annual Day of Caring for employees to volunteer Discounts on tools Annual team building events WHO IS VONTIER Vontier ( NYSE : VNT ) is a global industrial technology company uniting critical mobility and multi-energy technologies and solutions to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe, and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement built upon the foundation of the Vontier Business System and embraced by over 8,500 colleagues worldwide. Additional information about Vontier is available on the Company's website at .
"Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."
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