Helpdesk AnalystApply: Onsite: Moncton, New Brunswick, Canada: Full time: Posted Today: JR102533At Dover Fueling Solutions (DFS), we are taking fueling and convenience retail to the next level. Unique and interesting projects
- both locally and globally
- will challenge you and allow you to pursue different and rewarding career paths.
Headquartered in Austin, TX, DFS has a significant technology development and manufacturing presence worldwide, including facilities in Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States.
Escalation AnalystThe analyst will serve as a bridge between basic Level 1 customer service support and Level 3 support teams. They are tasked to take ownership of stalled and/or urgent tickets, perform advance troubleshooting, and ensure service level agreements are met.
Primary point of contact for escalated issues, providing guidance and support to analysts and/or customers.
* Advance troubleshooting + Diagnose and resolve difficult hardware/software issues passed down from Level 1 support analysts.
* Training and development + Provide guidance and training to support analysts, promoting a culture of continuous improvement, skilled growth and to improve resolution time.
* Experience
- Minimum 3 years in customer support, client relations or technical help desk
·
· Product Knowledge




- Deep understanding of the company's product services and/or software application
·
· Technical Skills
- Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools
·
· Softskills
- De-escalation and conflict resolution, problem-solving, composure under pressure, communication, analytical, accountability, adaptabilityAll qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.
Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site. #

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