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.
Key Responsibilities:
- 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
Requirements:
- 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.