Helpdesk Analyst

Bulloch Technologies Inc.; City of Moncton; On-site; CAD 60,000 - 80,000; Full time

Job summary

Dover Fueling Solutions (DFS) is seeking an Escalation Analyst in Moncton, NB, Canada. You will bridge Level 1 support with Level 3, owning high-priority tickets, performing advanced diagnostics, and guiding teams to resolution.

You will mentor analysts, coordinate with cross-functional groups, and uphold service levels while expanding your expertise on Bulloch hardware/software and related tools.

Qualifications

• 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

Responsibilities

• Manage Escalations/Ticket Management
• Primary point of contact for escalated issues
• Advance troubleshooting
• Training and development
• Coordinate Cross-Function Teams

Skills

Customer support

Technical troubleshooting

Communication

Education

Bachelor's degree or related

Tools

Bulloch hardware/software

Ticketing platforms

Remote diagnostics

Job description

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.

Escalation Analyst

The analyst will serve as a bridge between basic Level 1 customer service support and Level 3 support teams. They are tasked to take ownership of stalled and/or urgent tickets, perform advance troubleshooting, and ensure service level agreements are met.

• Manage Escalations/Ticket Management Take ownership of high priority and complex tickets, ensuring they are addressed effectively.
• Primary point of contact for escalated issues, providing guidance and support to analysts and/or customers.
• Advance troubleshooting Diagnose and resolve difficult hardware/software issues passed down from Level 1 support analysts.
• Training and development Provide guidance and training to support analysts, promoting a culture of continuous improvement, professional growth and to improve resolution time.
• Coordinate Cross-Function Teams Collaborate with other relevant departments/teams to facilitate swift resolution of escalated issues, ensuring clear communication and alignment across teams.

• Experience - Minimum 3 years in customer support, client relations or technical help desk
• Product Knowledge - Deep understanding of the company's product services and/or software application
• Technical Skills - Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools
• Softskills - De-escalation and conflict resolution, problem-solving, composure under pressure, communication, analytical, accountability, adaptability

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

We Are Dover Dover is a diversified global manufacturer and solutions provider. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach, our team takes an ownership mindset, collaborating with customers to redefine what's possible.