Wayne Fueling Systems

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Technical Support Specialist I

at Wayne Fueling Systems

Posted: 3/1/2019
Job Status: Full Time
Job Reference #: 6f38f53f-4afb-4601-9747-bae1babf77ff

Job Description

The Customer Support Technician will provide telephone support to customers and end-users, resolve customer issues by phone, chat, email and may dispatch Authorized Service Organizations to resolve issues in the field. Technicians may be assigned other support duties, including remote-connection support, specific account support, major account support handling and data analysis. Reports to Technical Support Supervisor.

Position Responsibilities:

  • Problem diagnosis with approach being determined, patient, and curious
  • Provide problem resolution; create service request with proper coding
  • Record all troubleshooting activities in service request
  • Dispatch to Field; process incoming customer calls
  • Responsible for data processing and information dissemination
  • Interface with development and field support with an approach of teamwork
  • Assignment to special projects and any other duties related to Technical Support
  • Ability to speak with confidence, even tone and step through steps/set of guidelines to troubleshoot

Desired Behaviors:

  • Passion for service focused on customer
  • Teamwork
  • Empathy
  • Patience
  • Curiosity

Required Qualifications/skills:

  • Technical, Electronic or Computer-related Associate’s Degree or Certificate, preferred
  • 2 years Technical support, call center, customer support experience required if no degree or certificate
  • 6 months-2 years of experience of direct experience troubleshooting networks & node devices
  • A Certification preferred
  • Network Certification preferred
  • Working knowledge of PC software such as Microsoft Word, Excel, Office
  • Ability to listen, type and talk simultaneously
  • Strong verbal communication skills
  • Strong keyboarding skills (typing 40 wpm)
  • Trouble shooting skills; including multi-tasking
  • Ability to comprehend, analyze and present data effectively
  • Ability to work various shifts, including weekends and holidays
  • Must have Satisfactory Attendance
  • Ability to work in multiple systems at one time (Oracle, Telephony, Sharepoint)

Desired Qualifications/skills:

  • Technical trouble shooting experience
  • Remote trouble shooting experience
  • Networking Experience
  • Ability to read and interpret wiring diagrams
  • Experience with Oracle
  • Electronics background

Dover Fueling Solutions is an equal opportunity employer and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, or disability. Dover Fueling Solutions conforms to the spirit as well as to the letter of all applicable laws and regulations.