Help Desk Support

SCI Sales LLC, is a Clearwater, Florida based company founded in 2002 manufactures, sells, and delivers wireless fleet & fuel management products and related services. Is looking for a Help Desk

We are seeking a proactive, customer-focused, and technically skilled Help Desk Technician to support our fuel management systems. In this role, you will be responsible for providing technical assistance, troubleshooting, and resolving issues related to fuel management software, hardware, and devices. You will assist internal teams and external clients in maintaining and optimizing fuel tracking, distribution, and storage systems.

Key Responsibilities:

Technical Support:

• Provide first-line support for fuel management software and hardware, including systems for fuel tracking, monitoring, inventory control, and dispensing.
• Troubleshoot issues related to fuel monitoring sensors, fuel dispensers, automated fueling systems, and associated technologies.
• Assist in configuring, installing, and maintaining fuel management applications and devices for clients.

Issue Diagnosis and Resolution:

• Work with customers to diagnose issues related to fuel systems (e.g., incorrect readings, network connectivity, software malfunctions, etc.).
• Guide users through remote troubleshooting steps and, when necessary, escalate issues to senior technical staff or field service teams.
• Track and document all support tickets, ensuring issues are resolved in a timely manner and within agreed-upon Service Level Agreements (SLAs).

System Monitoring:

• Monitor fuel management systems remotely to ensure uptime and operational performance.
• Ensure that fuel monitoring devices (e.g., sensors, RFID systems) are functioning properly and provide alerts when fuel levels, temperatures, or other system components deviate from set parameters.

Training and Support:

• Provide training and user support to clients on using fuel management systems, ensuring they understand how to interact with software interfaces and fueling hardware.
• Develop and update training materials, including manuals and FAQs, to help users maximize the efficiency of the fuel management systems.
• Documentation and Reporting:
• Maintain a knowledge base and create internal documentation on troubleshooting steps, common problems, and solutions for fuel management tools.
• Provide regular feedback to the product development team regarding recurring issues, potential system improvements, and new feature requests.

Skills & Qualifications:

Technical Knowledge:

• Strong understanding of fuel management systems, including software for fuel monitoring, inventory tracking, and dispensing.
• Familiarity with hardware such as RFID systems, fuel sensors, and automated fuel dispensers.
• Basic knowledge of networking and troubleshooting techniques (e.g., TCP/IP, VPNs, Wi-Fi connectivity).

Problem Solving and Troubleshooting:

• Ability to diagnose, troubleshoot, and resolve both hardware and software issues quickly and effectively.
• Experience with remote support tools and diagnostic software for troubleshooting fuel management systems.

Communication Skills:

• Strong verbal and written communication skills to explain technical issues and solutions to customers in clear, understandable terms.
• Ability to provide excellent customer service and maintain a professional, friendly demeanor with clients.

Customer-Focused:

• Demonstrated ability to prioritize client needs, respond promptly to inquiries, and manage service expectations.
• Patience and empathy when dealing with frustrated or non-technical customers.
• Software Proficiency:
• Familiarity with fuel management software platforms (e.g., FuelQuest, TankScan, FleetCor).
• Proficiency with ticketing systems (e.g., Zendesk, Jira, ServiceNow) for tracking and managing issues.
• Competence in using remote desktop tools for troubleshooting and system support.

Attention to Detail:

• Ability to accurately document issues, solutions, and client interactions.
• Strong attention to detail when monitoring systems and performing configurations.

Education & Experience:

Education:

• High school diploma or equivalent required; an associate degree in Information Technology, Computer Science, or a related field is preferred.

Experience:

• Prior experience in a help desk, technical support, or IT support role is ideal, especially within industries that use specialized equipment like fuel management systems.
• Experience with fuel management, fleet management, or similar industries is a plus but not required.

We offer: PTO after 1 year of employment- Paid Holidays- After 90 days, we also offer supplemental insurance.

Hours of this position:

Monday through Friday 8am-5pm

Job Type: Full-time

Pay: From $17.00 per hour

Expected hours: 40 per week

Benefits:

• Paid time off

Compensation Package:

• Holiday pay

Schedule:

• 8 hour shift

Ability to Commute:

• Clearwater, FL 33756 (Required)

Ability to Relocate:

• Clearwater, FL 33756: Relocate before starting work (Required)

Work Location: In person

Salary : $17