What are the responsibilities and job description for the Field Service Representative position at High Side Technology?
Job Description
Job Description
High Side Technology is looking to hire a Field Services Representative. In this role, FSR will use his / her problem-solving skills to be the first to respond to user requests from users of our software platform. They will help troubleshoot any reported issue and identify potential solutions ensuring successful execution of their mission. The role will include both technical and user engagement support duties, ensuring successful execution of program objectives.
Key Responsibilities :
FSR Support and Coordination :
oCoordinate with the Lead FSR and other members of the FSR team on the program to ensure support is provided in a professional, timely, and efficient manner
oCoordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
oMentor and train new or less experienced FSRs
Lead Operational Activities :
oMonitor the system to ensure the system is performing as expected and services are functioning correctly
oCapture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks.Attempt to recreate and diagnose issues reported
oGenerate timely and accurate reports on systems performance
oTriage, track, and correctly escalate to the appropriate team (FSR, Ops, Developers, User Engagement)
oPerform and coordinate Feed Activation / Deactivation and Naming Change Requests from the Tasking Authority in a timely manner
User Support Specialist :
oCultivate strong relationships with customers, team members, and users
oDevelop a deep understanding of systems feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
oCoordinate closely with User Engagement Team for user inquiries for follow on training requests and relaying feature requests to help shape continued evolution of the system
oIdentify and drive forward support efforts to improve the effectiveness and efficiency of user support
Requirements :
o Minimum secret clearance required.Willing to obtain Top Secret / SCI security clearance if hired
Desired Skills / Ideal Candidate :
oFormer Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience
oPrior experience with customer site
