Field Services Coordinator / Dispatch $23$25/hour Near Ballston Spa, NY (hybrid) Full-time About the Role As a Field Services Coordinator/Dispatch, you'll be responsible for coordinating, monitoring, and improving field service activities. This includes scheduling the deployment of field technicians, providing support and guidance to service personnel, and documenting project logistics related to installation, repair, or replacement of equipment. This role may also include remote troubleshooting of customer devices, as well as remote access for service validation. All activities will be performed against contracted requirements, including routine project reporting.
Responsibilities and Duties:
Support multiple end users by answering incoming tickets and requests via phone, email, or directly through the ITSM ticketing system Provide direction to and monitor field resources to achieve customer service level requirements (SLRs), reporting to the Delivery Manager on the use of provided resources to meet SLRs Clearly and accurately document user cases within the ITSM ticketing system Prepare technicians and customers for deskside visits Provide service validation through remote tools at the end of an incident and before incident closeout (e.g., confirming customer access to Active Directory, applications, and files) Collect and validate appropriate deliverables upon incident completion for delivery to the service desk, project office, or customer Be available for all escalations and questions as a dedicated technical support resource Provide excellent customer service and communication
Requirements:
2+ years of experience with field services support 2+ years of experience in a customer service position Familiarity with common applications such as Windows and Microsoft Office
Preferred Qualifications:
Experience using ticketing tools; ServiceNow (ITSM) preferred Experience with remote troubleshooting and remote access tools Excellent customer service and communication skills Education AAS degree in computer science preferred, or an equivalent combination of education and experience.
