Field Support Scheduling Coordinator

Edgewater Federal Solutions, Inc.•Albuquerque, NM

1d•Onsite

About The Position

Edgewater Federal Solutions is looking for a Field Support Scheduling Coordinator. The successful candidate will design, install, maintain, and support enterprise video collaboration and conference rooms, which provide secure and reliable video and audio conferencing with screen-sharing capabilities in both classified and unclassified environments.

Requirements

HS Diploma and a minimum 2 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties.
Must have an Active DOE Security Clearance
U.S. Citizenship is required.
Experience in customer service background in a technical, retail, or service environment.
Experience with the use & operation of Personal Computers & office applications (to included Microsoft Office suite) is required.
Knowledge of common office application software required.
Must be able to operate a computer keyboard, mouse, & other office equipment
Must be able to lift up to 35 lbs. on a regular basis without assistance & up to 50 lbs. with or without assistance.

Responsibilities

Oversee incoming service requests, manage technician schedules, and ensure customers receive timely assistance.
Answer and manage inbound customer calls and emails, ensuring timely responses and issue resolution.
Handle urgent "hot calls", dispatching technicians immediately to address critical conference room issues.
Educate customers over the phone on how to operate conference room equipment when applicable.
Create and manage service tickets in ServiceNow, including manually inputting tickets when necessary.
Process and dispatch tickets, fine-tuning requests and ensuring accurate assignment to field technicians using a round-robin system.
Monitor service queues, tracking new incoming tickets and prioritizing urgent requests.
Verify and correct ticket data, working directly with customers to gather the correct details for service requests.
Monitor customer communication channels, including team email and phone lines, to ensure swift response times.
Troubleshoot and resolve simple technical issues remotely, assisting customers over the phone when possible before dispatching a technician.
Collaborate with field technicians and other departments to ensure efficient service operations.