Network Support Associate

Dover Fueling Solutions; Austin (TX); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Bonus Eligible

401(k) plan

Health insurance

Job summary

Dover Fueling Solutions (DFS) is seeking a Specialized Technician in Austin, TX. This hybrid role focuses on delivering fanatical customer service while supporting customers via tickets and phone, serving as the first escalation point across multiple platforms.

You will work with IT/tech tools, learn new products, and grow professionally in a global, innovative environment with a strong focus on customer success.

Qualifications

• Technical, Electronic or Computer-related Associate’s Degree or Certificate preferred.
• 2+ years in technical support or call center/customer support recommended.
• Ability to multi-task and manage multiple systems (Oracle, Telephony, etc.).

Responsibilities

• Provide technical support to customers and end users.
• Document issues and create service requests with proper coding.
• Utilize basic networking knowledge (LAN/WAN, IP, DHCP, DNS, TCP/IP) to troubleshoot.
• Track, monitor and escalate requests in the ticketing system.

Skills

Technical support

Customer service

Troubleshooting

Networking basics

Ticketing systems

Microsoft Office

Education

Associate’s Degree or Certificate in technical/computer-related field

Tools

Oracle

Telephony

Job description

Job Requisition ID: 67918
Department: Sales & Marketing (DEPT_SALMRKT)

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

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

Language Requirements

Ability to effectively speak, read and write English

Work Arrangement : Hybrid

Bonus Eligible: This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

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.

Benefits: Our total rewards package for eligible team members also includes: 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; and an employee assistance program that includes company paid counseling sessions and legal services. Eligibility for benefits is governed by applicable plan documents and policies.

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

This position may be located in: Americas : United States : Texas : Austin