Helpdesk Analyst-Bilingual

Job Requisition ID: 64949

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.

Bulloch Technologies Inc. part of Dover Corporation is a leading POS solutions provider headquartered in Toronto, Canada. Over the last 35 plus years we have grown to become the market leader for POS solutions within Canada and are aggressively targeting the US market for our next phase of growth. We take pride in ourselves for the talent we have built in-house, for our fun-loving culture and for our “We” mindset. As we continue to grow, we would love to bring in talent that enjoys being part of a fast-paced, high energy and innovative team.

We are looking for a Bi-lingual Help Desk Analyst with excellent communication and interpersonal skills. Bulloch Help Desk Analysts are POS Specialists and must be able to troubleshoot both software and hardware issues, as well as provide timely feedback/resolution, support roll-out of new software/features, and among other duties within this role.

Retail Point-of-Sale Help Desk Analyst Responsibilities

· Identify, investigate and resolve hardware/software issues

· Diagnosing and troubleshooting technical issues

· Resolving issues in a timely manner using available resources within the company

· Guide clients through troubleshooting processes, which may include the use of tools and software and/or following verbal communication

· Following up with clients to ensure problem is resolved

· Support roll-out of new software/features

· Collaborate with other colleagues to investigate and resolve issues

· Documentation creation/modification of issues and troubleshooting

· Triaging and prioritization of calls

· Follow standard escalation procedures as required

· Perform other related duties as assigned Retail Point-of-Sale Help Desk Analyst Skills

· Excellent problem-solving and troubleshooting skills

· Ability to communicate technical information in an accessible manner to non-technical clients

· Excellent customer service and interpersonal skills

· Excellent verbal and written communication skills

· Attention to detail with analytical and problem-solving skills

· Previous working experience in help desk or technical support is an asset

· Fuel retail industry experience is an asset

· Excellent Time management skills

· Ability to work under pressure

Work Arrangement : Onsite

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 : Canada : New Brunswick : Moncton

Job Function : Customer Service