Tech Support Technician I

Dover Corporation•Austin, TX

2d•Remote

About The Position

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

Requirements

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

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
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

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