Field Tech Support Technician
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Job Description
Field Tech Support Technician working with remote technical support, ensuring successful customer equipment installations and problem resolution. Driving service improvement processes and maintaining communication with field technicians.
Responsibilities:
- Provide first-level escalation support for critical incidents
- Serve as the subject matter expert for assigned customer accounts
- Identify the root causes of problems and implement corrective actions
- Deliver ongoing recommendations for continual service improvement
- Act as the primary point of escalation for field technicians
- Monitor and ensure the quality of technician performance
- Collaborate with customers and end users to resolve technical issues
- Conduct technical readiness calls with field technicians
- Support a variety of customer-provided equipment and solutions
- Maintain a customer-focused approach
Requirements:
- Extensive technical knowledge in data communications
- Proven experience in a technical support or field services role
- Strong understanding of fault isolation and escalation procedures
- Excellent communication skills
- Ability to manage multiple priorities
- Strong customer service mentality
- Experience with remote support tools and methodologies is preferred
Benefits:
- Health insurance
- Professional development
- Flexible work arrangements
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