Technical Support Engineer

Technical Support Engineer

Dover is a diversified global manufacturer with annual revenue of over $8 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainable Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV."

Job Title: Tech Support Engineer-L1

Education: B.E/B.Tech/BCA/MCA/BSC/MSC/B.com

Experience: 2-5 Yrs

Location: CV Raman Nagar Bagmane Tech park-Bangalore

Role & Responsibilities:

This role is a customer-facing position that supports the company's mission by delivering the highest level of customer service and support by maintaining high availability to engage with customers primarily through Voice - Tech Support process.

Your Key Responsibilities:

• Actively participates in support of incoming calls
• Continuously demonstrates a truly empathetic concern for customer issues
• Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers
• Quickly identifies escalations and creates expectation alignment with customers
• Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps
• Primary stakeholder to ensure our customers receive prompt support

Troubleshoot and resolve Tier 1 and Tier 2 issues involving any of the following:

• Fuel dispensers
• Site Controllers
• Island terminals
• EMV terminals
• Support software applications. (Standalone & Cloud)
• Hardware Troubleshooting (Wireless devices, Tank gauges, PCB boards, pumps & wiring)
• Work on basic SQL & SQL queries, Or API scripts.
• Work on Networking concepts.
• Database handling/Migration, Basic understanding of DB's.
• Zendesk Tool/ Any ticketing tool
• Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.
• Facilitate field support services to repair products within scope of service.
• Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.
• Other duties as requested.

Must Have Skills:

• Must have completed B.Sc (Computers/Electronics) / BCA / BBA / BE or equivalent
• Work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must
• Experience with direct customer engagement in a fast-paced customer focused environment
• Ability to work in rotational shift environment and majorly in the US time zone
• Ability to work independently with minimal support in Hybrid model.
• Ability to multi task and has a good typing speed at least 50 words per min
• Should be 100% conversant to listen, understand and respond in US ascent
• Document everything and do it with tremendous detail
• Be a voracious learner and demonstrate growth.

Work Arrangement: Hybrid