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Technical Support Technician I

Job Requisition ID: 34084 

Department: Manuf. & Operations (DEPT_MFGOP) 

 

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).

 

The Customer Support Technician will provide telephone support to customers and end-users, resolve customer issues by phone, chat, email and may escalate with to GPS and/or to central Level 3 and follow-up through resolution in the field. Technicians may be assigned other support duties, including remote-connection support, specific account support, major account support handling and data analysis.

 

Position Responsibilities:

•       Problem diagnosis with approach being determined, patient, and curious

•       Provide problem resolution; create service request with proper coding

•       Record all troubleshooting activities in service request

•       Dispatch to Field; process incoming customer calls

•       Responsible for data processing and information dissemination

•       Interface with development and field support with an approach of teamwork

•       Assignment to special projects and any other duties related to Technical Support

•       Ability to speak with confidence, even tone and step through steps/set of guidelines to troubleshoot

 

Qualification Requirements:

•       6 months-2 years of experience of direct experience troubleshooting networks & node devices

•       Working knowledge of PC software such as Microsoft Word, Excel, Office

•       Technical trouble shooting experience

•       Remote trouble shooting experience

•       Networking Experience

•       Ability to read and interpret wiring diagrams

•       Experience with Oracle

•       Electronics background

•       Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals

•       Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills

•       Strong desire to learn, grow, and add value

 

Behavioral Requirements:

•       Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred

•       2+ years Technical support, call center, customer support experience required if no degree or certificate

•       Ability to read and interpret wiring diagrams

•       Ability to listen, type and talk simultaneously

•       Strong verbal communication skills

•       Strong keyboarding skills (typing 40 wpm)

•       Trouble shooting skills; including multi-tasking

•       Ability to comprehend, analyze and present data effectively

•       Ability to work various shifts, including weekends and holidays

•       Must have Satisfactory Attendance

•       Ability to work in multiple systems at one time (Oracle, Telephony, Sharepoint)

•       Ability to sit for extended periods of time

•       Ability to work in excess of 8 hours per day

•       Fluent English language skills; ability to effectively, clearly communicate utilizing the English language for written and verbal correspondence.

This description is not intended to be an all-inclusive account of every job function. The Company retains the exclusive right to exercise the customary functions of management to determine and modify position descriptions, position functions, position evaluations, and position classifications.  The employee is expected to adhere to all policies and to act as a role model in the adherence to all policies.  I have read and understand this explanation and job description.

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin

 

Posted
11/09/2020
Salary Range
$50,000.00 - 88,000.00
per Year
Salary range estimated by
Location
Austin, TX 73301, US