Escalation Analyst - Advanced Tech Support & Mentorship

Dover Corporation; City of Moncton; Presencial; CAD 60.000 - 90.000; Jornada completa

Descripción de la vacante

Dover Fueling Solutions is seeking an Escalation Analyst in Moncton, Canada. The role bridges Level 1 customer support and Level 3 teams, owning urgent tickets, performing advanced troubleshooting, and ensuring SLAs are met.

Responsibilities include managing escalations, guiding analysts, resolving complex hardware/software issues, providing training, and coordinating with other departments to achieve swift resolutions.

Formación

• Minimum 3 years in customer support, client relations or technical help desk.
• Deep understanding of the company’s product services and/or software application.
• Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools.

Responsabilidades

• Take ownership of high priority and complex tickets and ensure timely resolution.
• Be primary point of contact for escalated issues and guide analysts and customers.
• Diagnose and resolve difficult hardware/software issues from Level 1.
• Provide guidance and training to support analysts to improve resolution time.
• Collaborate with cross-functional teams to resolve escalated issues.

Conocimientos

Customer support

Technical troubleshooting

Communication

De-escalation

Conflict resolution

Problem-solving

Adaptability

Herramientas

Bulloch hardware/software

Ticketing platforms

Remote support tools

Remote diagnostic tools

Descripción del empleo

Dover Fueling Solutions is seeking an Escalation Analyst in Moncton, Canada. The role bridges Level 1 customer support and Level 3 teams, owning urgent tickets, performing advanced troubleshooting, and ensuring SLAs are met.

Responsibilities include managing escalations, guiding analysts, resolving complex hardware/software issues, providing training, and coordinating with other departments to achieve swift resolutions.