Network Support Associate

Dover Corporation•Austin, TX

7d•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. The vision for success includes suiting up and showing up every day with a great attitude, providing fanatical customer service to clients, delivering the best solution to customers every time, documenting everything with tremendous detail, being an invaluable member of the team, and being a voracious learner who demonstrates 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.

Nice To Haves

Working knowledge of PC software such as Microsoft Word, Excel, Office.
Flexibility to adapt to new technologies and processes.
Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills.

Responsibilities

Provide technical support to customers and end users.
Continuously demonstrate a truly empathetic concern for our customer’s issue.
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.
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

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