Field Services Representative (FSR)

High Side Technology; Springfield (VA); On-site; USD 45,000 - 75,000; Full time

Job summary

High Side Technology is seeking a Field Services Representative to be the first line of response for user requests on our software platform. You will troubleshoot issues, coordinate with the team, and ensure timely delivery of solutions while engaging users to understand needs.

You will monitor system performance, generate reports, and mentor newer team members. Strong relationships with customers and clear communication with the User Engagement Team are essential to drive successful outcomes

Qualifications

• 4-6 years of Full Motion Video / ISR experience

Responsibilities

• FSR Support and Coordination: Coordinate 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
• FSR Support and Coordination: Coordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
• FSR Support and Coordination: Mentor and train new or less experienced FSRs
• Lead Operational Activities: Monitor the system to ensure the system is performing as expected and services are functioning correctly
• Lead Operational Activities: Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
• Lead Operational Activities: Generate timely and accurate reports on system's performance
• Lead Operational Activities: Triage, track, and correctly escape to the appropriate team (FSR, Ops, Developers, User Engagement)
• Lead Operational Activities: Perform and coordinate 'Feed Activation / Deactivation and Naming Change Requests' from the Tasking Authority in a timely manner
• User Support Specialist: Cultivate strong relationships with customers, team members, and users
• User Support Specialist: Develop a deep understanding of system's feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
• User Support Specialist: Coordinate 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
• User Support Specialist: Identify and drive forward support efforts to improve the effectiveness and efficiency of user support

Skills

Customer support

System troubleshooting

Relationship building

Training and mentoring

Project coordination

Tools

CRM software

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:

• Coordinate 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
• Coordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
• Mentor and train new or less experienced FSRs

Lead Operational Activities:

• Monitor the system to ensure the system is performing as expected and services are functioning correctly
• Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
• Generate timely and accurate reports on system's performance
• Triage, track, and correctly escape to the appropriate team (FSR, Ops, Developers, User Engagement)
• Perform and coordinate 'Feed Activation / Deactivation and Naming Change Requests' from the Tasking Authority in a timely manner

User Support Specialist:

• Cultivate strong relationships with customers, team members, and users
• Develop a deep understanding of system's feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
• Coordinate 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
• Identify and drive forward support efforts to improve the effectiveness and efficiency of user support

Desired Skills / Ideal Candidate:

• Former Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience