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Vontier Help Desk Representative - Support Center in Boston, Massachusetts

You will assist Matco Tools franchisees (Distributors) with the hardware and software used to support a Matco Tools Franchise. These packages include the Matco Distributor Business System software package (MDBS) and other software packages used by the majority of Matco franchisees for the management of their customers, sales, and orders placed with Matco Tools.

WHAT YOU WILL DO

  • Provide Windows computer hardware, software, and phone support in a variety of ways to Matco Franchisees (Distributors)

  • Work with other members of the Help Desk to resolve end-user problems related to program functionality or data recovery.

  • Works with members of the programming team to investigate problems or learn new features of the software.

  • Work with associates in Customer Services and Commercial Financial Services to answer questions on Matco Franchisee-specific software features. (MDBS)

  • Work with the training department to explain inter functionality and processes during the development of training materials and documentation.

Measures of Performance

  • Call service level: The live call service level is used as a measurement of performance.

  • Problem resolution : Problems must be addressed in a very timely fashion to resolve complications that could potentially prevent a Matco distributor from conducting business.

  • Customer focus: Support representatives should be customer focused, ensuring that customers receive accurate and timely information to get them back on the road quickly.

REQUIREMENTS

  • High school diploma or equivalent

  • Open shift(s) are 8 :00 AM- 4:30 PM ET OR 2:30 PM to 11:00 PM ET (pm is +$1.50/hr shift dif)

  • Mondays and Fridays are remote if you are a local candidate

  • Tues/Wed/Thurs are tentatively "on-site as needed" if local at Matco in Stow, OH.

  • Ability to demonstrate professionalism and patience with customers learning new systems

  • Experience with MS-DOS commands and system files.

  • Experience with Microsoft Windows releases – Windows 7, 10, 11.

  • Experience handling phone support of an assortment of software packages and the ability to gather facts about problems.

  • Ability to create documentation related to program functions, features, release bulletins, help system, training, and general documentation.

  • Basic network troubleshooting – wireless configuration and problem determination, cellular internet, hotspots, internet setup

  • Working knowledge of a relational database such as Microsoft SQL Server a plus.

Personal Trait Profile

  • Attention to detail.

  • Ability to analyze problems to determine root-cause.

  • Ability to work in a team environment.

  • Keeps up to date with new technology and new language features.

#LI-AN1

Matco Tools is a manufacturer and distributor of quality, professional grade automotive equipment, tools and toolboxes. Over 13,000 products are sold to customers through franchise business owner/manager mobile tool operators. Matco employs approximately 600 associates in the United States, Puerto Rico and Canada and reported record financial results for 2019. For additional information on Matco, please visit www.matcotools.com.

Since 1979, the mission of Matco Tools has been to provide professional mechanics and auto enthusiasts with all the premium tools, storage and equipment they need to get the job done, while also offering best-in-class service and customer support. The company's network of nearly 1,800 premier independent mobile distributors is focused on developing and maintaining trust-based relationships with its customers. Ranked among the top 50 in Entrepreneur magazine's 2020 Franchise 500®.

WHO IS VONTIER

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose: mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

"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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