Network Support Associate

Dover Corporation; Austin (TX); Hybride; USD 55 000 - 75 000; Plein temps

Résumé du poste

Dover Fueling Solutions in Austin, TX seeks a Network Support Associate to deliver high-quality customer service and technical support, primarily through tickets and phone. You will be the first escalation point and help customers across platforms.

The role requires a technical or computer-related background, 2+ years in support, solid networking basics, and strong communication. Hybrid work arrangement and collaboration with a skilled team are offered.

Qualifications

• 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

Responsabilités

• Provide technical support to customers and end users.
• Continuously demonstrates a truly empathetic concern for our customer’s issue
• Working knowledge of PC software such as Microsoft Word, Excel, Office
• 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
• Flexibility to adapt to new technologies and processes.
• Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
• 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.

Connaissances

Technical support

Customer service

Multitasking

Communication skills

Active listening

Data analysis

Formation

Associate degree or certificate

Outils

Microsoft Word

Excel

Office

Telephony

Ticketing systems

Description du poste

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 Title: Network Support Associate

Location: Austin, TX

Department: Manuf. & Operations (DEPT_MFGOP), North America (DIV_DFS_NAM)

Remote, Hybrid, or Onsite? Hybrid

Hiring Manager: David Santos

Additional Headcount or Replacement (if replacement provide name): Replacement – Daren Verhage

Position Summary

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

vision for success

• Suit up and show up every day with a great attitude.
• Provide fanatical customer service to our clients.
• Deliver the best solution to customers every time.
• Document everything and do it with tremendous detail.
• Be an invaluable member of your team.
• Be a voracious learner and demonstrate growth.

Responsibilities

• Provide technical support to customers and end users.
• Continuously demonstrates a truly empathetic concern for our customer’s issue
• Working knowledge of PC software such as Microsoft Word, Excel, Office
• 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
• Flexibility to adapt to new technologies and processes.
• Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
• 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.

Qualifications

• 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

Physical Requirements:

Normal Office Heavy work (lift 30-50 lbs.)

Light work (lift 10 lbs.) Very heavy work (lift over 50 lbs.)

Medium work (lift 11-30 lbs.)

Other physical requirements (note):

• The employee frequently is required to sit for extended periods of time and use hands to operate computer keyboard, telephone and basic office equipment
• While performing the duties of this job, the employee is regularly required to talk and hear

Mental Requirements: (as presently performed to accomplish essential functions)

Reading, Writing, Calculating

Social Interaction Skills

Reasoning/Analysis

Works with Minimal Supervision

Other Mental Requirements (note):

Language Requirements:

Ability to effectively speak, read and write English

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

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.