Real-Time Field Tech Support & QA Specialist

Flock Safety; United States; À distance; USD 55 000 - 65 000; Plein temps

Résumé du poste

Flock Safety is seeking a remote-capable technical support specialist to help field technicians and contractors troubleshoot hardware, cameras, and network issues in real-time. You will own live chat guidance, ensure work order quality, and drive quick resolutions with internal tools and Salesforce.

You will audit new work orders for accuracy, research recurring issues to identify root causes, and collaborate across operations to clarify requirements and close escalations efficiently.

Qualifications

• Experience delivering chat-based technical support remotely.
• Ability to manage multiple live support cases and queues.
• Clear written communication documenting case details.
• Familiarity with cameras or network hardware is a plus.
• Proficient in navigating customer apps and Salesforce.

Responsabilités

• Deliver real-time, chat-based troubleshooting for field techs and contractors.
• Audit and review work orders for accuracy and standards.
• Investigate recurring issues to determine root causes.
• Manage high-volume support cases using Salesforce and internal tools.
• Cross-functional collaboration to resolve escalations efficiently.

Connaissances

Tech troubleshooting

Multitask support

Written communication

Salesforce proficiency

Hardware familiarity

Outils

Salesforce

Knowledge management systems

Description du poste

Flock Safety is seeking a remote-capable technical support specialist to help field technicians and contractors troubleshoot hardware, cameras, and network issues in real-time. You will own live chat guidance, ensure work order quality, and drive quick resolutions with internal tools and Salesforce.

You will audit new work orders for accuracy, research recurring issues to identify root causes, and collaborate across operations to clarify requirements and close escalations efficiently.