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About the Role
This customer-facing role supports the company's mission by delivering exceptional customer service and technical support primarily through tickets and phone. The Specialized Technician acts as the first point of escalation and assists customers via supplementary platforms.
Responsibilities
- Provide technical support to customers and end users.
- Demonstrate empathetic concern for customer issues.
- Utilize basic networking knowledge of IT systems, including client LAN/WAN environments, private/public IP address space, DHCP, DNS, TCPIP Fundamentals.
- Track, monitor, and maintain requests, incidents, and escalations in the ticketing system.
- Analyze recurrent issues and recommend fixes or report to developers.
- Learn additional products to troubleshoot Hydraulic, Dispenser Payment and Forecourt controller applications.
Requirements
- Ability to multi-task (read, type, talk simultaneously and work with multiple systems).
- Takes ownership of all tasks and commits to high quality results.
- Strong keyboarding skills (typing 40 wpm).
- Ability to work various shifts, including weekends and holidays.
- Satisfactory Attendance required.
- Ability to sit for extended periods of time.
- Ability to work in excess of 8 hours per day.
- Ability to seamlessly adapt to changes quickly.
- Consistently maintain a superior level of professionalism.
- Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases.
- Technical trouble shooting experience.
- Remote trouble shooting experience.
- The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipment.
- While performing the duties of this job, the employee is regularly required to talk and hear.
Skills
- Working knowledge of PC software such as Microsoft Word, Excel, Office
- Basic networking knowledge of IT systems
- Client LAN/WAN environments
- Private/public IP address space
- DHCP
- DNS
- TCPIP Fundamentals
- Telephony utilization
- Communication skills
- Active listening
- Customer-care
- Logical approach to troubleshooting
- Problem Solving skills
- Ability to comprehend, analyze and present data effectively
- Aptitude to evaluate and become proficient in new technologies, processes, skills
- Flexibility to adapt to new technologies and processes.
Location
- Austin, TX
Work Type
- Hybrid
Experience Level
- 2+ years Technical support, call center, customer support experience desired if no degree or certificate
Education Level
- Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred
About the Company
- At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level.
- We are passionate about cultivating excellence in everything we do.
- DFS is part of a legacy of leadership that spans back generations, made up of some of the most trusted, leading-edge brands in the industry.
- As part of Dover Corporation and with our talented, innovative, outstanding people, we are doing great things and redefining what is possible in fueling and convenience retail.
- Providing advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions, DFS comprises the product brands of Wayne Fueling Systems, OPW Fuel Management Systems, ClearView, Tokheim, ProGauge, Fairbanks, LIQAL, AvaLAN, and Bulloch Technologies.
- Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.
Equal Opportunity
- All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.