What are the responsibilities and job description for the Field Support Engineer position at Culture Fits?
Job Description :
A strong Support Associate (SA) plays a critical role in ensuring client satisfaction and maintaining trust. Your interactions with clients are pivotal in shaping their decisions about continuing partnerships, recommending services, and relying on our expertise. Maintaining and nurturing client relationships is a key measure of your success in this role.
This role goes beyond solving technical issues. It focuses on assisting clients in utilizing the technology maintained for them. This is reflected in client communication, detailed notes, and a commitment to going the extra mile.
The Support Associate is part of the Service Desk team and works collaboratively to handle incoming support requests and communicate effectively with clients. The role requires commuting to the main office up to 5 days per week.
Management
The Support Associate reports to the Support Manager (SM).
Team Structure
The Service Desk team consists of :
One Support Manager
Senior Support Associates
Support Associates
Field Technicians
Responsibilities
On-site Appointments
Preparing and executing all on-site appointments with professionalism and alignment to the organization's mission.
Identifying client-initiated changes unrelated to the original appointment and delegating them to the remote support team to maintain seamless client service.
Maintaining the provided on-site toolkit.
Queue and Ticket Management
Collaborating with the team to ensure tickets are handled according to best practices.
Addressing escalated tickets and those assigned directly to the Service Desk.
Managing personal calendar and workload to meet SLA requirements.
Communicating capacity limits to the Service Desk Queue Manager and SM to maintain SLA commitments.
Accurately accounting for time and documenting assigned tickets, including updating internal documentation as needed.
Prioritizing and escalating tickets, client care situations, and potential sales opportunities promptly.
Client Management
Treating clients and team members with professionalism, respect, patience, and care.
Maintaining clear communication with clients and team members to ensure smooth ticket resolution and client updates.
Serving as the primary touchpoint for designated clients.
Retaining necessary technical and client relationship knowledge to deliver outstanding service.
Technology Management
Mastering all relevant best practice documentation, including ticket management, technology, and security standards.
Staying up to date with technology standards, tools, methods, and underlying technologies.
Adhering to security and confidentiality requirements.
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