Field Support Specialist II

Xtium

13d•$17 - $18

About The Position

The Field Support Specialist 2 plays a vital role in supporting our 24x7x365 Field Services operation. Acting as a liaison between XTIUM's field technicians, platform technicians, customers, and internal teams, the specialist ensures technicians are properly identified, scheduled, and confirmed for onsite field maintenance requests. This role leverages documented procedures, attention to detail, and strong interpersonal skills to contribute to a seamless customer experience, ensuring timely field performance and successful service visits.

Requirements

High School Diploma or GED equivalent required.
Previous experience in customer service, call center, or dispatching roles, including internships, co-ops, or full-time work.
Exceptional communication skills, both written and verbal.
Strong problem-solving and creativity skills to effectively overcome challenges.
Ability to work efficiently in a fast-paced environment with a high level of accuracy and attention to detail.
Demonstrated multitasking and prioritization abilities to manage multiple tasks simultaneously.
Ability to stay calm under pressure, maintain a positive attitude, and adapt to shifting priorities.
Proven ability to collaborate with cross-functional teams to meet customer expectations and service level agreements (SLAs).
Willingness to learn new tools, technologies, and best practices in Field Services.
A passion for delivering exceptional customer service and creating outstanding customer experiences.
Ability to follow standard processes and procedures, consistently adhering to assigned shifts.

Nice To Haves

Basic understanding of networking preferred, including knowledge of:
Networking protocols
Routers, Switches, Access Points

Responsibilities

Create cases and service appointments for complex Field Services maintenance activities by dispatching, scheduling, and confirming Xtium and platform technicians.
Conduct technical vetting of technicians to ensure their skillsets align with the scope of work, and address any questions related to the tasks.
Minimize financial risk by dispatching and scheduling technicians appropriately to meet contractual service level agreements (SLAs) and customer commitments for field maintenance activities.
Manage multiple escalations simultaneously, using sound judgment to prioritize tasks and acting as the primary escalation point for Field Support Representative 1 to ensure technicians are scheduled and confirmed.
Approve technician requests within established guidelines and investigate and resolve any payment-related issues.
Update dispatch tickets in accordance with customer specifications, documenting all communications with technicians, customers, and status in Salesforce.
Ensure the achievement of monthly productivity targets, tracking progress and performance.
Adhere to standard Field Support processes and procedures, including escalation, notification, and ticket documentation.
Order parts as necessary to fulfill service requests and ensure successful resolution.