Help Desk Representative

at Vontier in Boise, Idaho, United States

You will assist Matco Tools franchisees with the hardware and software used to support a Matco Tools Franchise. These packages include the Matco Distributor Business System software package (MDBS) used by Matco franchisees and other software packages used by our Field Sales Managers such as Microsoft CRM, Office, and Outlook. You will assist new users and franchisees on the Matco Tools diagnostic subscriptions and services as well as Android OS support.

Our internal software (MDBS) is used by the majority of Matco franchisees for the daily management of customers, sales, and orders from Matco Tools.

WHAT YOU WILL DO

+ Provide Windows computer hardware and software phone support for Franchisees and Field Sales managers.

+ Provide third shift computer operator duties on month ends, monitoring, and support oYperations of IBM I-Series system.

+ Provide support for Matco diagnostic tools regarding subscriptions and Android OS support.

Relationships

+ Works 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.

+ Works with associates in Customer Services and Commercial Financial Services to answer questions on MDBS features.

+ Works with training department to explain MDBS 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.

WHO YOU ARE

+ High school diploma or equivalent required

+ Experience with MS-DOS commands and system files.

+ Experience with Microsoft Windows releases - Windows 10 and 7.

+ Experience handling phone support for 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.

+ 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.

The target compensation range for this position is $44,000 per year (not including any overtime). Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

\#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. Visit www.matcotools.com.

BENEFITS

Annual bonuses/incentives (depending on position)

Immediate company benefits (medical, dental, vision, life, etc.)

401k with company match - eligible on your first pay check

High level of employee engagement

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

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 www.vontier.com .

"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."