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Field Service Representative (FSR), and Customer Support Specialist


Position Title

Field Service Representative (FSR) and Customer Support Specialist, Video.

Reports To

VP, Marketing and Chief of Staff

Location

50 mile radius of San Diego

About Route1

Route1 is an advanced North American provider of industrial-grade data intelligence, user authentication, and ultra-secure mobile workforce solutions. The Company helps all manner of organizations, from government and military to the private sector, to make intelligent use of devices and data for immediate process improvements while maintaining the highest level of cyber security. Route1 is listed on the OTCQB in the United States under the symbol ROIUF and in Canada on the TSX Venture Exchange under the symbol ROI. For more information, visit: www.route1.com.

General Description

We are looking to fill a hybrid role of Field Service Technician and Customer Support Specialist in California. Reporting to a customer support manager, you will be responsible for the thorough installation, configuration, testing and training of our systems in both vehicle and fixed location applications. While not in the field, you will be responsible for remote troubleshooting and resolution of customer issues as part of our growing North American Customer Support team, providing 24x7 customer support. You will be required to work Tuesday Saturday schedule.

The successful candidate is driven to help customers and is a tech-savvy problem solver. You are ready to provide top notch customer support while customer facing or by phone and complete tasks in a timely and professional manner.

You will utilize your excellent communication skills, customer service focus, and ability to explain technical concepts to non-technical end-users to provide an extensive understanding of our systems to our clients. You will also use your honed technical skills to provide fully functional professionally installed systems.

We offer a competitive salary and benefits, commensurate with your experience and most importantly, we offer the opportunity to challenge and grow your skills.

Qualifications

  • An Associate Degree or College Degree
  • Customer Support or Technical Support Center experience
  • Experience with Genetec Security Center Omnicast or Stratocast preferred
  • Customer-facing experience preferred
  • Must be ability to travel out of state 50% of the time
  • Comfortable using computers and the Microsoft Office Suite program
  • High level 12-volt electronics knowledge
  • Possess own tools related to mobile electronic installations
  • Possess monitors, headphones, and other equipment needed for home office
  • Public Safety (Police, Fire, EMS) vehicle installation background preferred but not required
  • Have own reliable vehicle, insurance, driver license and good driving record
  • Basic network understanding

Competencies and Skills

  • Excellent oral communication skills
  • Customer service driven
  • Must be organized, detail oriented and independent
  • Possess an aptitude for performing technical tasks to resolve customer issues
  • Ability to work a flexible or rotating schedule, including weekends and evenings
  • Must be able to handle customer issues and demands in a calm, professional manner
  • Willingness to work and learn both independently and as part of a team
  • Able to exercise the highest level of confidentiality and ethical standards
  • Be able to climb ladders, stand and bend down, lean over for long periods of time

Duties

  • Part of the 24/7 Route1 products help desk support team providing customer service including weekends and holidays, as required
  • Provide first level phone support, performing problem recognition, research, resolving hardware and software issues or escalating issues to our other Technical Teams
  • Perform Quality Assurance testing, along with other duties as required including assisting in internal IT initiatives, etc. as time and call frequency allows
  • Maintain, update, and create support documentation
  • Successfully complete on-site vehicle installations and testing as well as documentation and sign offs of completed work
  • Physically mount all hardware equipment, and complete successful wiring of equipment per outline standards
  • Conduct training for customers after installation is completed
  • Troubleshoot on-site installation issues as they arise
  • Be the face of the company to our customers and provide high-level professionalism and customer service skills at all times

Job Type: Full-time

Salary: $60,000.00 - $70,000.00 per year

Benefits:

  • Dental insurance
  • Disability insurance
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Holidays
  • On call
  • Weekends

Work Location:

  • Fully Remote

Paid Training:

  • Yes

Management:

  • Team Lead
  • Ops Manager

Company's website:

  • www.Route1.com

Benefit Conditions:

  • Only full-time employees eligible

Work Remotely:

  • No

COVID-19 Precaution(s):

  • Remote interview process

Other jobs at Route1 Inc.

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Field Service Representative (FSR), and Customer Support Specialist

Field Service Representative (FSR), and Customer Support Specialist

POSITION TITLE Field Service Representative (FSR) and Customer Support Specialist, Video. REPORTS TO VP, Marketing and Chief of Staff LOCATION 50 mile radius of San Diego ABOUT ROUTE1 Route1 is an advanced North American provider of industrial

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Route1 Inc.