Tech Support Technician I

Job Requisition ID: 64182

Department: Manuf. & Operations (DEPT_MFGOP)

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, but what really fuels us is our people. They're the heart of our company. As an employee, our promise to you is that you'll work on new and innovative products and solutions, be mentored by managers and teammates who are collaborative, caring, and act with integrity, and have the opportunity to grow in ways that are meaningful to you. Unique and interesting projects - both locally and globally - will challenge you and allow you to pursue different and rewarding career paths.

We are #EnergizedByGrowth.

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.

Position Summary:

The Technical Support Technician will provide telephone support to customers and end-users, resolve customer

issues by phone, chat, email and may interface with other Teams to establish setups or resolve issues.

Technicians may be assigned other support duties, including specific account support, major account support

handling and research requests. Reports to Clearview Manager

Position Responsibilities:

• Process incoming customer calls/emails; Read/Listen to customer requests/issues with approach being professional & open-minded; proactively address & resolve any issues identified or escalate to others
• Provide problem resolution; maintains record keeping of issues / resolutions
• Responsible for site setups, website access as required and report distribution
• Interface with Software Engineers and field support to develop plan of action
• Assignment to special projects related to Technical Support, especially Training others
• Ability to speak with confidence, and step through steps/set of guidelines to troubleshoot

Behaviors:

• Passion for troubleshooting issues & service focused on customer
• Teamwork
• Empathy
• Patience
• Positive attitude
• Independent worker
• Excellent problem solver, identifies work-arounds & solutions
• Persistent
• Self-motivated; Self-starter
• Thorough
• Resourceful
• Able to Multitask
• Confident

Qualifications/skills:

• 4 year BA degree in Interdisciplinary Studies
• 12+ years Technical support, call center, customer support experience
• Working knowledge of PC software such as Microsoft Word, Excel, Office
• Ability to listen and type simultaneously
• Strong verbal communication skills
• Strong keyboarding skills (typing 40 wpm)
• Trouble shooting skills; including multi-tasking
• Ability to comprehend, analyze and present issues effectively
• Dependable; Excellent Daily Attendance
• Ability to work in multiple systems at one time (Extranet, Wilco, Dispatching, Clearview Dashboard)
• Recommend Continuous improvements for more efficient processing of information
• Able to work in high-paced, dynamic environment * Ability to collaborate/interact with all levels of organization
• Manages own schedule in a manner to yield best results
• Ongoing: Train others on website setups & many internal processes
• Understands & manages all types of customer configuration setups: CLV, FSMPC, FSM, VRO POLLS, ATG Alarm Thresholds
• Assist techs to identify when setup data is missing
• Create technical documentation & checklists for managing site setups, changes, cancellations
• Create customer site configurations in websites & can include manual addition of Tank Accessories
• Define Customer access to websites & reports, including defining site & report authorities via RANKS
• Confirm Clearview & other setups done by other personnel are correct & complete
• Test internal processes/tools & make recommendations to Software Engineers & other teams
• Turn in billing to Accounting once all processes are confirmed working as expected & complete
• WILCO "Scribe": keep an online spreadsheet of site setups, changes, issues, cancellations
• 1st line Customer Support Technical Specialist via phone / email & manage or re-direct customer requests to appropriate sales rep, team or individual to work further
• Identify procedures to implement, test, document & then turn over to others to be responsible for & handle
• Provide technical assistance & answer system questions from Sales reps
• Generate / Adjust / Cancel internal & customer report subscriptions & Event schedules
• Send/re-send reports to customers
• Manage escalated Support issuesProcess research requests from internal & external Customers
• Continuous self-improvement & knowledge growth as systems/processes change

Work Arrangement : Remote

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.
We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position's responsibilities, a candidate's work experience, a candidate's education/training, the position's location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

Benefits: Our total rewards package for eligible team members also includes: a 401(k) savings plan with employer contributions; medical, dental and vision insurance; wellness programs; health savings account, health care and dependent care flexible spending accounts; company paid short-term disability and long-term disability; company paid employee basic life and AD&D insurance; supplemental employee and dependent life insurance; optional accident, hospital indemnity and critical illness insurance; adoption, surrogacy, and fertility benefits and assistance; commuter benefits; parental, military, jury duty, and bereavement leaves of absence; paid time off, 13 paid holidays/floating holidays per calendar year, paid vacation days, and paid sick leave; including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

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.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact dfs.hrinquiries@doverfs.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.
This position may be located in: Americas : United States : Texas : Austin
Job Function :