Support Center Technician-Bilingual

About the role

Dover Fueling Solutions (DFS) is taking fueling and convenience retail to the next level, and we are passionate about cultivating excellence in everything we do. 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.

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. We provide advanced fuel-dispensing equipment, including clean energy solutions, systems and payment, automatic tank gauging and wet stock-management solutions.

Responsibilities

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.

• Actively participates in incoming call support
• Continuously demonstrates a truly empathetic concern for our customer’s issue
• 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

Qualifications

Technical, Electronic or Computer-related Associate’s 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

Benefits

Our total rewards package for eligible team members also includes: a 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, and paid sick leave; including business travel services; employee discounts; and an employee assistance program that includes company paid counseling sessions and legal services.

Pay

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. This position is eligible to earn a discretionary bonus based on performance metrics and other criteria outlined in our applicable bonus plan.

Schedule

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.