What are the responsibilities and job description for the In Field Customer Support position at Union?
Field Support Representative
As a key member of our team, the Field Support Rep provides comprehensive support to our venues, both remotely and onsite. This includes phone support, troubleshooting, in-field assistance, and hands-on installation services, often requiring national travel. This role demands a highly self-motivated and dedicated individual capable of thriving in a fast-paced environment.
Responsibilities
- Serve as the primary point of contact for technical support inquiries via phone, email, and other communication channels.
- Provide timely and accurate responses to customer questions regarding features, usage, and troubleshooting, both remotely and onsite.
- Perform hands-on technical tasks, including hardware installation, configuration, and troubleshooting.
- Provide remote phone support, guiding clients through diagnostic steps and solutions.
- Travel to venues within the region to diagnose and resolve hardware and software issues.
- Travel nationally to assist with installations at new Union venue locations, encompassing hardware configuration, software installation, and client training.
- Escalate complex technical issues to senior support staff while maintaining clear communication with clients.
- Maintain detailed records of all client interactions in HubSpot.
- Collaborate with team members to share knowledge and improve support processes.
- Participate in ongoing training to stay current on Union updates and support best practices.
- Adhere to support metrics and service level agreements (SLAs).
- Deliver exceptional white-glove service with a professional and empathetic approach.
Preferred Experience
- 2 years of experience in bar/restaurant roles, with a focus on troubleshooting and POS systems.
- 1 years of hands-on experience with CRM systems, helpdesk software, and network management tools.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Proactive mindset with a focus on task completion and continuous improvement.
- Experience in the service industry or related field is a plus.
- Familiarity with POS systems, Apple hardware, and process improvement methodologies is highly desirable.
Requirements
- Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.
- Ability to travel nationally for installations (significant travel required).
- Excellent organizational, communication, and interpersonal skills.
- Self-motivated and able to work independently with minimal supervision.
- Dedicated workspace with high-speed internet access.
- Ability to adapt to changing priorities and client needs.
- Strong attention to detail and a commitment to providing high-quality service.
- Valid driver's license and clean driving record.
- Reliable transportation for local travel.
Compensation
- Competitive base salary commensurate with experience.
- Performance-based incentive compensation.
- Travel expense reimbursement per company policy.
- Additional compensation for national travel and installations.
Job Type: Full-time
Pay: $19.00 - $25.00 per hour
Expected hours: 40 – 50 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Vision insurance
- Work from home
Shift:
- 10 hour shift
- 8 hour shift
- Evening shift
- Night shift
- Overnight shift
Work Location: Hybrid remote in Austin, TX 78703
Salary : $19 - $25
