ATSG

Field Support Specialist II

ATSG

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $17 - $18 per hour

Job Level

Mid-LevelSenior

About the role

  • 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

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
  • Basic understanding of networking preferred, including knowledge of: Networking protocols Routers, Switches, Access Points
Benefits
  • Med/Dental/FSA/401(k)/Flexible Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
dispatchingschedulingtechnical vettingticket documentationcustomer serviceproblem-solvingmultitaskingattention to detailnetworking protocolsbasic networking
Soft skills
communication skillscreativityability to work under pressurepositive attitudeadaptabilitycollaborationcustomer service orientationprioritizationefficiencysound judgment
Certifications
High School DiplomaGED equivalent