Field Service Associate I

The Role

• Responsible for addressing incoming Customer issues as a member of the Field Tech Services Support Team. These requests come via an internal phone system, ticketing system, or shared email inbox.
• Performs tasks associated with understanding and coordinating activities consistent with FTS Terms and Conditions on behalf of the company's customers.
• Daily operations consist of answering customer calls, facilitating dispatches for customer troubles, opening tickets, answering emails, closing tickets, and relaying information to the Enterprise Field Operations teams.

Location and Schedule

• Work from home position
• 8-hour days, 5 days a week
• Monday through Friday

Main Responsibilities

• Degree in Technology, telecommunications, related field, or relative degree desired. Technical degree highly desired. Equivalent experience can be considered.
• Possessing strong customer service skills, a desire to assist people, and the ability to handle difficult situations with diplomacy and professionalism. Follow up and follow through with customer issues through the use of internal systems that track, isolate, and resolve customer issues within established time frames.
• Experience supporting Telecom Operations desired, but not required.
• Experience in dealing with field technicians, LEC (Local Exchange Carriers), and other Carriers desired, but not required.
• Experience with Ticket Management System, Client Office (Word, Excel & Outlook), Ops Console. Must be detail-oriented, able to understand technical directions, have excellent organizational skills, ability to make quick decisions, multitask, and can work in a team and Call Center environment.
• Perform quality checks on time logged, notes provided, overall ticket management by both yourself, and additional resources supporting the work to drive increased revenue and reduction in credits.
• Consistently act in a manner that demonstrates concern for quality service and customer satisfaction.
• Demonstrated knowledge of three major technical disciplines: Transmission (DS1/DS3/SONET), Switching (circuit switching/SS7), and TCP/IP (routers/higher-layer protocols); application of knowledge to facilitate effective interactions between customers and Field technicians to ensure customers’ needs are met.

What We Look for in a Candidate

• High School Diploma/GED or 1 year of relevant job experience. Relevant job experience is described as:
  • Job experience in a similar industry
  • Job experience with similar essential duties
  • Customer Service Experience
  • Ability to prioritize different avenues of work and multi-task