Field Support Specialist

JOB SUMMARY: The Field Support Specialist provides high-quality customer service by conducting service order and trouble tickets processes including the staging of orders, dispatching of outside technicians, and accurate communication throughout the order process.

ESSENTIAL DUTIES, FUNCTIONS & KEY ACCOUNTABILITIES: (include but are not limited to)

• Interacts with customers by phone or in person to assist them with requests, questions about service, orders, and/or trouble tickets
• Documents all interactions with customers in the account comments
• Processes all orders that require any field work, provisioning, and/or equipment for proper routing and assignment (may use manual or computer-assisted provisioning and assignment of network resources)
• Communicates any requests for locates that are needed for construction on plant facilities by email (scheduling of appointments may also be conducted)
• Prepares all paperwork to be staged for a tech installation, change, or disconnect
• Recognizes and resolves service order issues prior to due dates where possible, and, eliminating unnecessary truck rolls
• Dispatches all trouble calls out to technicians and any non-scheduled work that may come in with a deadline or specific due date
• Reviews service orders and trouble tickets for accuracy
• Communicates with customers on follow-up calls to ensure service(s) are working properly
• Communicates daily with customers about service orders, trouble, or other installation and maintenance matters
• Provides phone support to field personnel for service order related and trouble related activity
• Coordinates with other departments to ensure customer needs are being met
• Abides by all State Fire Marshal codes and standards
• Identifies and escalates priority issues to appropriate management
• Stays current with all security system information, changes and updates
• Dispatch La One call tickets to appropriate techs before deadline or due date

KNOWLEDGE & SKILLS:

• Basic proficiency in Microsoft applications - Word, Excel and Outlook
• Strong interpersonal communications skills necessary to maintain productive relationships with customers in resolving service and billing-related questions and marketing new services
• Both analytical and multi-tasking skills necessary to ensure accuracy of billing information and service order processing
• Accepts responsibility
• Communicates effectively
• Ensures quality assurance standards within deadlines
• Demonstrates an understanding of all services and the technical aspects of all software platforms involved to conduct troubleshooting processes to assist customers and technicians in resolving issues with services
• Maintains confidentiality
• Manages time wisely
• Utilizes appropriate safety equipment and follows established safety procedures
• Proper telephone manners
• Provides services that meet Management, customer, and employee expectations.
• Works well with others and willingly provides assistance

EVALUATION:

Performance of this job will be evaluated in accordance with procedures established by the company on the evaluation of management personnel.

Qualifications & Prerequisites

Required:

• High School Diploma or GED
• Must possess a valid driver’s license
• Experience in communications technology preferred
• Ability to perform routine clerical work
• Ability to operate standard office machines and equipment such as telephone, calculator, and PC keyboard
• Types proficiently

Preferred:

• 3+ years related experience and/or training, or equivalent education and experience.

Other Requirements:

• Ability to maintain attention to detail and quality of work in a fast-paced environment.
• Soft Skills including the ability to: provide attentive support to customers, field technicians, and tier one support personnel on technical issues; to effectively and tactfully communicate information via telephone or email.
• Proficient or quickly become proficient with Internal applications used to manage network elements and maintain records.
• Obtains and maintains Fire Marshal License Level 1 license

OUR EXPECTED BEHAVIORS:

Upholds and acts in accordance with REV’s Guiding Principles.

GENERAL INFORMATION:

This job description does not restrict the company’s right to assign or reassign duties and responsibilities of this job at any time. This job description is subject to change at any time.