Center Technician-Bilingual

Summary

This role is a customer-facing position that supports the company mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through telephony. The Specialized Technician also serves as the first escalation point and supports customers through supplementary platforms.

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

• Actively participates in incoming call support
• Continuously demonstrates a truly empathetic concern for our customers issue
• Working knowledge of PC software such as Microsoft Word, Excel, Office
• Provide problem resolution; create service request with proper coding
• Technical trouble shooting experience
• Remote trouble shooting experience
• Basic Networking Troubleshooting Experience
• Ability to read and interpret wiring diagrams
• Experience with Oracle desired
• Basic Electronics background
• Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
• Dispatch to Field; process incoming customer calls
• Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.
• Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.
• Troubleshoot and resolve Tier 1 issues involving any of the following:
• Fuel dispenser hydraulics or electronic components
• EMV software
• Board level troubleshooting
• Support software applications
• Remote dial-in
• Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
• Other duties as requested.
• Ability to speak with confidence, even tone and step through steps/set of guidelines to troubleshoot
• Ability to read BOMs and provide parts identification assistance to DFS English and French speaking partners

• Technical, Electronic or Computer-related Associates 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
• Fluent French and English language skills; ability to communicate effectively, clearly utilizing the French or English language for written and verbal correspondence.
• 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

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

Reading, Writing, Calculating

Social Interaction Skills

Reasoning/Analysis

Works with Minimal Supervision

Other Mental Requirements (note):

Ability to effectively speak, read and write English and French.

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.