Support Technician - Tier 1

Innovative Control Systems, Inc.; Town of Bethlehem (NY); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

401(k) plan

Health insurance

Wellness programs

HSA

Disability insurance

Life insurance

Employee discounts

Paid time off

Parental leave

Vacation time

Job summary

Dover Fueling Solutions in the United States is seeking a Support 2 to provide post-sale technical customer service via phone, online chat, or text, following scripts and guidance to resolve inquiries.

Responsibilities include handling a high volume of low complexity technical questions, recommending alternative products or services when appropriate, and working under moderate supervision in a call center environment.

Qualifications

• Basic knowledge of procedures and tools from work experience.
• Vocational or technical education may be required.
• Able to follow pre-determined scripts and guidance.

Responsibilities

• Responds to high volume of low complexity technical inquiries.
• Provides responses based on scripts and guidance tools.
• Suggests alternative products or services when appropriate.

Skills

Customer service

Technical aptitude

Call center experience

Education

Vocational or technical education

Job description

About Dover Fueling Solutions

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.

Contact Center Customer Service: Technical

Technical provides post-sale technical customer service to business or end-consumer customers via phone, online chat, or text including:

• Responding to a high volume of low complexity technical inquiries (e.g., equipment or software installation/activation/troubleshooting, providing technical product specifications & information on compatibility with other products, etc).
• Providing responses to customer inquiries based on pre-determined scripts and other response guidance tools.
• Recommending alternative products or services (e.g., warranties) as part of customer issue resolution.

This position is not compensated based on achievement of sales targets.

Work Environment: Typically located in a call center environment.

Job Profile

A Support 2 requires basic knowledge of job procedures and tools obtained through work experience and may require vocational or technical education.

Responsibilities typical include:

• Works under moderate supervision
• Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedures
• Communicates information that requires some explanation or interpretation

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

• 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, Including 12 Paid Holidays Per Calendar Year, Paid Vacation Days Beginning At 120 Hours Annually For Non-Exempt Employees And 160 Hours For Exempt Employees, 40 Paid Sick Leave Hours Annually Or As Provided Under State And Local Paid Sick Leave Laws, 8 Hours Paid Volunteer Time
• Business Travel Services
• Employee Discounts
• 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, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.