Support Service Specialist
- **Only U.S. Citizens and those authorized to work in the U.S. may be considered as W2 candidates.**
- **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**
Anticipated Start Date: 7/19/2022
Anticipated End Date: 7/18/2023
Title: Field Support Representative 2, Managed Services
Location: New York, NY 10017
Job Description:
• Under the direction of the Enterprise Support Manager (ESM) or Area Operations Manager (AOM) this key position supports daily operations, implementations, expansions, promotions and administration of Enterprise/Area Accounts within an assigned territory.
• The FSR is responsible for a broad knowledge of Client operational services and complete knowledge of account service delivery requirements.
• Delivers operational excellence as a fill-in for onsite personnel absences, training and vacations throughout assigned territory locations.
• Assists with the development of Site Procedure Guides and ensures compliance with all aspects of CLIENT Service Excellence.
• An integral member of the service team by supporting the daily operations of one or more MS locations for all contracted service.
• Assists with new MS site implementation.
• Utilizes TRAC for tracking onsite services.
• Understand site requirements and performing associated duties.
• Knowledgeable of all area services within assigned accounts.
• Performs daily visual inspection of site services and Client and customer compliancy to safety.
• Routinely spend time overseeing the service delivery quality and answering the questions of on-site staff.
• Optimizes services and personnel resources in a wider area beyond the site level in order to meet deadlines.
• Fills in for absences or vacations of the onsite resources, may include site supervisor.
• Coordinates all aspects of services, which entails traveling to and from various accounts.
• Answer questions for the other staff during completion of in-house and off-site services.
• Creates and maintains a customer-focused environment.
• Is responsible for customer satisfaction by engaging end-user feedback.
• Is responsible for raising customer issue to ESM/AOM, Supports the resolution to completion.
• Validate Site Procedures guide documentation, escalating gaps to SM/ESM/AOM.
• Routinely identifies and documents process improvement suggestions and communicates them to management.
• Assists in the training of new and existing employees.
• Focus daily time to overseeing employee work and answering questions.
• Ensures field compliance with CLIENT Service Excellence performance requirements.
• Proactively manage service requests for hardware and software solutions in the service center.
• Arrange for service calls and follow through on escalations.
• Effectively escalate technical issues as defined in site procedures guide.
• May order operational supplies for support of contracted services per procedures guide.
• Collects data for the completion of the Monthly Management Report as directed.
• Proficient in implementation, documentation of site procedures, and sufficient quantity to support operations now and in the future.
• Other duties as assigned.
Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.)
Recommended Skills
- Client Services
- Compliance, Customer Service
- Documentation
- Implementation