Field Support Center Specialist

Description

The FSCS’s primary responsibility is to perform technical support to service partners, via phone, email or other means of communication. The FSCS must be able to effectively communicate, both verbally and in writing, technical details concerning equipment, accessories, consumables, and spare parts to support customers, internal staff, and our business partners. The FSCS will carry out technical support in accordance with the organization’s policies and applicable laws. The FSCS is a link for all service needs from the sales organization and customer care team. 40 calls a day Essential Responsibilities -Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Partner is providing our customers professional and world-class service. -Answer calls and respond to emails professionally and in a timely manner, using the standard systems and processes -Document call information according to standard operating procedures -Handle customer inquiries both telephonically and by email -Research required information using available resources -Manage and resolve customer complaints -Follow up customer calls where necessary -Provide customers and colleagues with product and service information -Enter/update new customer/caller information into CRM system -Identify and escalate priority issues -Route calls to appropriate resource -After Hours Hotline support – if needed by business.

Skills

Troubleshooting, Customer service, electrical wiring, Field Support Center Specialist, Technical support, Call center, Customer support, Hardware, HVAC

Top Skills Details

Troubleshooting,Customer service,electrical wiring

Additional Skills & Qualifications

Must Haves: - 1+ year of hands on technician experience handling wiring or electronics (car technician, HVAC, AT&T or similar roles) - Customer service skills - Basic computer skills Soft Skills: - strong communication skills - Team player - Detail oriented

Experience Level

Entry Level