Dover Fueling Solutions ยท 1 day ago
Tech Support Technician I
United States
Full-time
Remote
Senior Level, Lead/Staff
12+ years expDover Fueling Solutions is a leading provider of advanced fuel-dispensing equipment and convenience retail solutions. They are seeking a Tech Support Technician to provide telephone support to customers, resolve issues, and interface with other teams to establish setups or resolve problems.
Information TechnologyRoboticsSoftware
Responsibilities
Process incoming customer calls/emails; Read/Listen to customer requests/issues with approach being professional & open-minded; proactively address & resolve any issues identified or escalate to others
Provide problem resolution; maintains 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
Qualification
Required
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
Strong verbal communication skills
Strong keyboarding skills (typing 40 wpm)
Trouble shooting skills; including multi-tasking
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, including defining site & report authorities via RANKS
Confirm Clearview & other setups done by other personnel are correct & complete
Test internal processes/tools & make recommendations to Software Engineers & other teams
Turn in billing to Accounting once all processes are confirmed working as expected & complete
WILCO 'Scribe': keep an online spreadsheet of site setups, changes, issues, cancellations
1st line Customer Support Technical Specialist via phone / email & manage or re-direct customer requests to appropriate sales rep, team or individual to work further
Identify procedures to implement, test, document & then turn over to others to be responsible for & handle
Provide technical assistance & answer system questions from Sales reps
Generate / Adjust / Cancel internal & customer report subscriptions & Event schedules
Send/re-send reports to customers
Manage escalated Support issues
Process research requests from internal & external Customers
Continuous self-improvement & knowledge growth as systems/processes change
Benefits
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
13 paid holidays/floating holidays per calendar year
Paid vacation days
Paid sick leave
Including business travel services
Employee discounts
Employee assistance program that includes company paid counseling sessions and legal services
Company
Dover Fueling Solutions
Dover Fueling Solutions enables the evolution of the consumer experience in fueling and charging.
1001-5000 employees
H1B Sponsorship
Dover Fueling Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (5)
2023 (6)
2022 (6)
2021 (4)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Brian Thompson
Chief Financial Officer
Recent News
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