Helpdesk Analyst

Description

The company makes fuel dispensing equipment and convenience retail systems, including clean energy solutions, payment systems, automatic tank gauging and wet stock management. It is part of the company, with a product range spanning several brands and manufacturing and development sites across Brazil, China, India, Italy, Poland, the Netherlands, the United Kingdom and the United States. Headquarters are in Austin, TX.

The role is Escalation Analyst. You sit between Level 1 customer service and Level 3 support teams, owning stalled or urgent tickets, doing advanced troubleshooting and making sure service level agreements are met.

Responsibilities

• Own high priority and complex tickets until they are resolved effectively.
• Act as the main contact for escalated issues, guiding support analysts and customers.
• Diagnose and fix difficult hardware and software problems handed up from Level 1 analysts.
• Coach support analysts to improve their skills, build a habit of continuous improvement and shorten resolution times.
• Work with other departments and teams to resolve escalations quickly, keeping communication clear and teams aligned.

Requirements

• At least 3 years in customer support, client relations or technical help desk work.
• A solid understanding of the company's product services and or software applications.
• Familiarity with Bulloch hardware and software, ticketing platforms, and remote support and diagnostic tools.
• Strong soft skills: de-escalation and conflict resolution, problem solving, staying composed under pressure, communication, analytical thinking, accountability and adaptability.

Conditions

Equal opportunity and recruitment fraud notice: the company will never ask for payment or personal financial details during hiring, so verify any job invitation through the official the company careers site.