Field Squared is a fast-growing cloud and SaaS technology company in the enterprise software space and a pioneer in the field service software market. We built something different, an industry-first innovation to disrupt the field service software space. Rather than follow the status quo to focus on a single industry, component or feature, we built the Field Squared Field Service Automation Platform to accomplish something far deeper and broader: the ability to enable complete digital transformation of field service operations and workflows through business process automation. We solve all the things, from the truly simple to highly complex business problems faced by field service organizations. With Field Squared, our customers move faster, drastically reduce operating expenses and achieve exponential field workforce efficiency gains.
Field Squared is seeking a Technical Customer Support & Implementation Specialist to join our growing team. This role will be primarily focused on the facilitating a positive customer experience with the Field Squared software, with additional tasks related to configuring new customer implementations. Due to our rapid growth, we are building our software testing function to keep pace with our ever-increasing customer demand, so this role has a lot of room for career advancement.
This Job is Ideal for Someone Who is:
- Detail-oriented & People-oriented
- Comfortable in a fast-paced and collaborative environment
- Thrives on being surrounded by hard-working and sharp colleagues and clients
- Interested in learning our software and generally comfortable with technology
- Excellent verbal and written communication skills
Job Description and Responsibilities
Support Team:
- Act as the front line for our high profile clients and building relationships
- Send and receive customer communications via phone, email, and chat
- Troubleshoot for clients and solving customer problems
- Assist with testing and replication of issues to define and close support tickets
- Proactively identify and document potential issues or trends users may encounter with the platform in Zendesk
- Identify, document and track bugs as well as record testing progress and results in Jira
- Report to Customer Success Manager
Implementation Team:
- Build new workspaces for customers
- Configure customer environments (i.e. workflows, assets, inventory, documents, and reports)
- Find creative business solutions for clients
- Help customers achieve goals and platform expectations
- Report to Senior Implementation Manager
- As the company grows, the role will continue to evolve, and you may be a part of other exciting career opportunities
Requirements
Must Haves:
- 1 – 3 years’ experience in customer service field at a software company (Education may be substituted for experience)
- 1 – 2 years of QA/testing and implementation experience at a software company
- Strong knowledge of software methodologies, tools, and processes
- Critical thinking and problem-solving skills
- Ability to thrive on change as the product evolves, with experience navigating complex work processes, tight timelines, and changing teams
- Familiar or proficient with support and business tools, including chat, email, phone and ticketing systems (i.e., Zendesk, Jira, HubSpot, Salesforce, Wrike, Slack, RingCentral, Zoom, Dropbox, as well as familiarity with Apple and Android Devices)
- Full time, Monday-Friday. Some weekend work may be required.
Nice To Haves:
- University, or College education with a Business or Technology Concentration
- Prior experience in a rapidly growing technology company
- Self-motivated with a constant sense of urgency
Candidates must be within commuting distance (60 minutes or less) from the Field Squared office (8822 S. Ridgeline Blvd, Highlands Ranch, CO 80129).