Tech Support Technician

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Location:

Austin, TX, US 78728

Job Requisition : 64182

Department: Manuf. & Operations ()

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 #Energized By Growth .

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, Clear View, Tokheim, Pro Gauge, 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: The Technical Support Technician will provide telephone support to customers and end-users, resolve customer issues by phone, chat, email and may interface with other teams to establish setups or resolve issues. Technicians may be assigned other support duties, including specific account support, major account support handling and research requests. Reports to Clearview Manager.

• Process incoming customer calls/emails; read/listen to customer requests/issues with a professional & open-minded approach; proactively address & resolve any issues identified or escalate to others.
• Provide problem resolution; maintain record keeping of issues/resolutions.
• Responsible for site setups, website access as required and report distribution.
• Interface with Software Engineers and field support to develop plan of action.
• Assignment to special projects related to Technical Support, especially training others.
• Ability to speak with confidence, and step through steps/set of guidelines to troubleshoot.

• Passion for troubleshooting issues & service focused on customer.
• Teamwork.
• Empathy.
• Excellent problem solver, identifies work-arounds & solutions.
• Persistent.
• Self-motivated;
  Self-starter.
• Thorough.
• Resourceful.
• Able to multitask.
• Confident.

• 4‑year BA degree in Interdisciplinary Studies.
• 12+ years technical support, call center, customer support experience.
• Working knowledge of PC software such as Microsoft Word, Excel, Office.
• Ability to listen and type simultaneously.
• Ability to comprehend, analyze and present issues effectively.
• Dependable; excellent daily attendance.
• Ability to work in multiple systems at one time (Extranet, Wilco, Dispatching, Clearview Dashboard).
• Recommend continuous improvements for more efficient processing of information.
• Able to work in high‑paced, dynamic environment; ability to collaborate/interact with all levels of organization.
• Manages own schedule in a manner to yield best results.
• Ongoing: train others on website setups & many internal processes.
• Understands & manages all types of customer configuration setups: CLV, FSMPC, FSM, VRO POLLS, ATG Alarm Thresholds.
• Assist techs to identify when setup data is missing.
• Create technical documentation & checklists for managing site setups, changes, cancellations.
• Create customer site configurations in websites & can include manual addition of Tank Accessories.
• Define customer access to websites & reports,…