Support Technician - Tier 1

Dover Fueling Solutions; Bethlehem (Northampton County); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

401(k) savings plan with employer contributions

Medical, dental, and vision insurance

Paid time off and holidays

Job summary

Dover Fueling Solutions is seeking a Customer Service Representative to provide technical support for innovative control systems. The role involves troubleshooting, resolving issues via phone, and offering customer training to maximize system use.

Successful candidates will have an Associate's degree or equivalent experience, strong technical skills, and the ability to work onsite in Bethlehem, Pennsylvania. Benefits include health insurance and a 401(k) plan.

Qualifications

• 6+ months of customer service experience.
• Basic understanding of networking and computer hardware.
• Good phone skills and clear articulation.

Responsibilities

• Provide first-level technical support to users.
• Troubleshoot and resolve problems via various tools.
• Conduct customer training on the ICS systems.

Skills

Customer service

Technical troubleshooting

Communication skills

Networking principles

Electrical/mechanical knowledge

Education

Associate’s degree or equivalent

Tools

MS Office

Job description

Job Requisition ID: 67309

Department: Sales & Marketing (DEPT_SALMRKT)

Summary

The main focus of the position is to provide first level technical support to users of Innovative Control Systems’ products and services. This includes troubleshooting and resolving problems via telephone, remote desktop tools and other supported resources using ITIL standards of problem resolution. The role also includes customer training and counseling on best practices to maximize the use of theICS systems.

Essential Duties & Responsibilities

• Maintain a professional and positive demeanor while in the call center or away on company business.
• Demonstrate good communication skills.
• Contribute to the support team effort by accomplishing related results as needed.
• Identify problems and the course of action within time limits set by call priority.
• Notify the Floor Manager if COA has not been achieved within the allowable time limit.
• Follow the schedule set forth by management.
• Be available to work weekends and holidays on a rotating schedule.
• Be available to work overtime as call volume demands.
• Travel overnight when called upon.
• Have the ability to train others.
• Perform all miscellaneous duties delegated by Support Management.

Competencies

• Maintain a positive work atmosphere by behaving appropriately.
• Identify and resolve problems in a timely, qualified manner; build knowledge base; share expertise.
• Identify root causes and problem resolution through successful troubleshooting.
• Demonstrate empathy and a helpful attitude in all customer interactions.
• Communicate orally and in writing effectively in all situations.
• Contribute to a positive team environment.
• Respect all people and follow the chain of command.
• Show perseverance and overcome obstacles.
• Maintain attendance, punctuality, and inform management when absent or tardy; complete scheduled shifts; work overtime when requested.

Qualifications

• Education: Associate’s degree or equivalent from a two‑year college, technical school, or substantial work experience.
• Experience: Six months or more of directly related customer service experience and/or in‑house training; previous contact center experience, electrical or mechanical background is a plus.
• Basic understanding of networking, computer hardware and software, MS Office, navigation of multiple databases and screens, and electrical/mechanical principles.
• Good phone skills, outgoing personality, empathy, and clear articulation to varying personality types.
• Working knowledge of MS Office and fundamental knowledge of MS operating systems, networking principles, troubleshooting and diagnostic processes.

Physical & Work Environment

The work environment is moderate‑noise indoor office setting with occasional overnight travel. Occupants may lift and/or move items up to 25 pounds regularly and up to 50 pounds occasionally.

Work Arrangement: Onsite

Pay Range: $21.00 – $21.00 per hour

Benefits

Benefits include 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 and long‑term disability, employee basic life and AD&D insurance, supplemental life insurance, optional accident and critical illness insurance, adoption, surrogacy and fertility benefits, commuter benefits, parental, military, jury duty and bereavement leave, paid time off, paid holidays, vacation days, sick leave, business travel services, employee discounts and an employee assistance program with counseling and legal services.

Equal Employment Opportunity

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.

Accommodation & Contact

Attention applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or if you need an alternative method for applying, please contact [e-mail]. Specify the Job Requisition Number / Job Title and Location in your response.

Recruiting Disclaimer

Dover Corporation and affiliated operating companies warn applicants about internet job posting fraud. Verify authenticity of any invitation or offer by contacting us directly through our official website at https://careers.dovercorporation.com/.

Location: Bethlehem, Pennsylvania, United States
Job Function: Customer Service; Information Technology