Help Desk Representative - Information Technology - Stow Ohio

Company: Vontier Corporation
Location: Stow, Ohio
Posted On: 04/15/2024

You will assist Matco Tools franchisees with the hardware and software used to support a Matco Tools Franchise. MDBS software is used by the majority of Matco franchisees for the management of customers, sales, and orders from Matco Tools.

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.
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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 supporting operations 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 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.
      More...

          

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