Helpdesk Analyst

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

Job summary

Dover Fueling Solutions (DFS) seeks an Escalation Analyst to bridge Level 1 support with Level 3. You will own high-priority tickets, perform advanced troubleshooting, and ensure SLAs are met.

You will act as primary contact for escalated issues, guiding analysts and customers, and collaborate with cross-functional teams to resolve complex problems while promoting continuous improvement and timely resolutions.

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
• De-escalation and conflict resolution, problem-solving, composure under pressure, communication, analytical, accountability, adaptability

Responsibilities

• 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.

Skills

Customer service

Escalations handling

Communication

Analytical thinking

De-escalation

Team collaboration

Tools

Bulloch hardware

Bulloch software

Ticketing platforms

Remote support tools

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.

Key Responsibilities

• 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.

Requirements

• - 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.