Field Support Agent
About The Position
United Uptime is seeking a motivated and technically inclined Field Support Agent to join our Remote Services and field support team. This fully remote position plays a critical role in supporting field technicians, improving service processes, and helping develop tools and resources that enhance operational efficiency across the organization. As a Field Support Agent, you will serve as an extension of our field operations team by providing real-time troubleshooting assistance, technical guidance, and process support. This role combines hands-on technical problem solving with documentation development, warranty administration, and participation in innovative technology initiatives.
Requirements
- Experience troubleshooting mechanical, electrical, networking, or service-related equipment.
- Strong communication skills with the ability to explain technical concepts clearly over the phone and through written documentation.
- Comfortable working independently in a remote environment.
- Proficiency with Microsoft Office applications and web-based service management tools.
- Strong organizational skills and attention to detail.
Nice To Haves
- Experience in petroleum equipment, fuel systems, field service operations, or technical support environments is preferred.
- A self-starter who enjoys solving problems and helping others succeed.
- Someone passionate about technician development and process improvement.
- A team player who can collaborate across multiple departments.
- An individual who embraces technology and enjoys helping develop innovative support solutions.
Responsibilities
- Provide remote troubleshooting support to field technicians during service calls.
- Act as a technical resource and training extension for technicians by coaching and guiding them through diagnostic and repair processes.
- Support issues related to fuel system equipment, service technologies, mobile tablets, and operational processes.
- Coordinate with internal departments to ensure technicians receive the appropriate assistance and resources needed to resolve customer issues.
- Monitor and support managed customer accounts through Insite360 and other service management platforms.
- Assist with service portal administration and customer support activities.
- Help identify opportunities to improve customer service delivery and system performance.
- Support the development, implementation, and administration of warranty service processes.
- Assist branches with warranty claims, documentation, and related administrative functions.
- Maintain accurate records and ensure warranty activities are completed efficiently and consistently.
- Create, maintain, and improve troubleshooting guides, process documentation, and technical reference materials.
- Work closely with operations and training teams to identify common support issues and develop solutions.
- Assist in testing and validating procedures to improve technician effectiveness and service quality.
- Support the implementation and testing of AI-powered technician support tools.
- Validate troubleshooting workflows and provide feedback on system effectiveness.
- Participate in continuous improvement initiatives focused on increasing technician productivity and customer satisfaction.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
