Techline Operator
About The Position
The Techline Operator provides live technical guidance and maintains work order accuracy to support Flock’s field service operations. The role delivers chat-based troubleshooting to field technicians and third-party contractors dealing with hardware, camera, network connectivity, and application issues, helping resolve problems without delaying installations. It also reviews newly generated work orders for accuracy, completeness, and alignment with field operational standards. The position involves independently investigating complex or recurring technical issues, managing concurrent support cases, and partnering with operations and field teams to resolve escalations. Support is delivered remotely through chat and operational tools rather than phone-based call center work or hands-on field installation. The starting base salary is listed as between $55,00 and $65,000, with Flock Stock Options. Salary is determined by job-related experience, education or training, and market indicators. The posting notes that Flock prioritizes candidates in Atlanta and Boston for hub-based roles, but does not specify this role’s workplace type.
Requirements
- Strong computer literacy and technical troubleshooting capability.
- Demonstrated experience delivering chat-based technical support in a remote setting.
- Ability to multitask across live support cases, work order queues, and documentation systems in a fast-paced environment.
- Clear written communication skills to provide technical guidance, document case details, and collaborate across teams.
- Proficiency navigating web applications, software workflow tools, and Salesforce.
Nice To Haves
- Familiarity with cameras, network connectivity, or product hardware.
Responsibilities
- Deliver real-time, chat-based technical troubleshooting support to field technicians and third-party contractors across hardware, camera, network connectivity, and application issues.
- Audit and review newly generated work orders for accuracy, completeness, and adherence to updated field operational standards.
- Investigate recurring or complex technical issues to determine root causes and guide field teams toward resolution.
- Manage high-volume, concurrent support cases using Salesforce, internal queue tools, and knowledge management systems.
- Partner with operations and field teams to clarify work order requirements and resolve technical escalations efficiently.
Benefits
- Flock Stock Options
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
