Escalation Support Analyst Bulloch

Advance complex ticket resolution with Dover Fueling Solutions as an Escalation Support Analyst specializing in troubleshooting and service-level accountability.

This analyst bridges Level 1 customer service support and Level 3 teams. You will own stalled or urgent tickets, diagnose difficult hardware and software issues, and coordinate escalations. The work requires product knowledge, ticketing platforms, remote support, and remote diagnostic tools.

• Own high-priority and complex tickets through effective resolution
• Serve as primary contact for escalated customer issues
• Diagnose difficult hardware and software issues from Level 1
• Coordinate departments for swift issue resolution
• Ensure service level agreements are met

• Minimum three years in customer support, client relations, or technical help desk
• Deep understanding of company products, services, or software applications
• Familiarity with Bulloch hardware and software
• Experience with ticketing and remote diagnostic tools
• De-escalation, communication, analytical, and problem-solving skills

Apply advanced troubleshooting, accountability, and cross-functional communication to resolve escalated Bulloch support issues effectively.