Real-Time Tech Support & Work-Order QA Specialist

Flock; Atlanta, Boston (GA, MA); On-site; USD 55,000 - 65,000; Full time

Job summary

Flock is seeking a skilled technical support professional in Atlanta to provide real-time, chat-based troubleshooting for field technicians and contractors. You will review new work orders for accuracy and adherence to standards, and investigate root causes of complex issues to guide field teams to resolution.

This role emphasizes remote support with asynchronous and synchronous channels, using Salesforce and knowledge systems to manage high-volume cases while collaborating across operations and

Qualifications

• Must be able to investigate complex technical issues and troubleshoot devices independently.
• Ability to multitask across live support cases, work order queues, and documentation systems.

Responsibilities

• Deliver real-time, chat-based technical troubleshooting support to field technicians and third-party contractors across hardware, camera, network, and application issues.
• Audit and review newly generated work orders for accuracy and completeness, aligning with updated field standards.
• Investigate recurring or complex issues to determine root causes and guide field teams toward resolution.
• Manage high-volume, concurrent support cases using Salesforce, internal queue tools, and knowledge management systems.
• Collaborate cross-functionally with operations and field teams to clarify work order requirements and resolve escalations.

Job description

Flock is seeking a skilled technical support professional in Atlanta to provide real-time, chat-based troubleshooting for field technicians and contractors. You will review new work orders for accuracy and adherence to standards, and investigate root causes of complex issues to guide field teams to resolution.

This role emphasizes remote support with asynchronous and synchronous channels, using Salesforce and knowledge systems to manage high-volume cases while collaborating across operations and