Tech Support Spec I

Date: Nov 15, 2018

Location: Austin, TX, US

Company: Dover Corporation

Job Requisition ID: 21121 

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).

 

Position Summary:

 

The Technical Support Technician will provide telephone support to customers and end-users, resolve customer issues by phone, chat, email and may dispatch Authorized Service Organizations to resolve issues in the field. Technicians may be assigned other support duties, including remote-connection support, specific account support, major account support handling and data analysis.  Reports to Technical Support Supervisor.

 

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
  • Assigment to special projects any other duties related to Technical Support
  • Ability to speak with confidence, even tone and step through steps/set of guidelines to troubleshoot

 

Required Behaviors:

  • Passion for service focused on customer
  • Teamwork
  • Empathy
  • Patience
  • Curiosity
     

Required Qualifications/skills:

  • 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
  • 6 months-2 year experience of direct experience troubleshooting networks & node devices
  • A+ Certification preferred
  • Network+ Certification preferred
  • Working knowledge of PC software such as Microsoft Word, Excel, Office
  • 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)

 

Desired Qualifications/skills:

  • Technical trouble shooting experience
  • Remote trouble shooting experience
  • Networking Experience
  • Ability to read and interpret wiring diagrams
  • Experience with Oracle
  • Electronics background

 

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

 


Nearest Major Market: Austin

Job Segment: Technical Support, Database, Oracle, Developer, Technology, Customer Service