Network Support Associate

Dover Corporation•Wells Branch, TX

8d•Hybrid

About The Position

This role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by engaging with customers primarily through tickets and phone. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platforms vision for success. Suit up and show up every day with a great attitude. Provide fanatical customer service to our clients. Deliver the best solution to customers every time. Document everything and do it with tremendous detail. Be an invaluable member of your team. Be a voracious learner and demonstrate growth.

Requirements

Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred
2+ years Technical support, call center, customer support experience desired if no degree or certificate
Ability to multi-task (read, type, talk simultaneously and work with multiple systems. Oracle, Telephony, etc.)
Takes ownership of all tasks and commits to high quality results
A track record of self-improvement and continuous learning
Strong keyboarding skills (typing 40 wpm)
Problem Solving skills.
Ability to comprehend, analyze and present data effectively
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
Exceptional telephony utilization, communication skills, active listening, and customer-care
A demonstrated logical approach to troubleshooting
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
Ability to effectively speak, read and write English

Responsibilities

Provide technical support to customers and end users.
Continuously demonstrates a truly empathetic concern for our customer’s issue
Working knowledge of PC software such as Microsoft Word, Excel, Office
Provide problem resolution; create service request with proper coding
Utilize basic networking knowledge of IT systems, including client LAN/WAN environments, private/public IP address space, DHCP, DNS, TCPIP Fundamentals to provide this support
Flexibility to adapt to new technologies and processes.
Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
Track, monitor and maintain requests, incidents, and escalations in the ticketing system
Analyze recurrent issues and recommend fixes or report to developers for further investigation
Be willing to learn additional products to troubleshoot Hydraulic, Dispenser Payment and Forecourt controller applications.

Benefits

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
paid sick leave
business travel services
employee discounts
employee assistance program that includes company paid counseling sessions and legal services