Field Support Specialist Job Description Template
Our company is looking for a Field Support Specialist to join our team.
Responsibilities:
- Serves as liaison between IT and clients;
- Maintains professional and positive attitude during all client interactions and team meetings;
- Follows demand management process to receive, prioritize, document and actively resolve client’s requests;
- Problem resolution which may involve use of diagnostic and Help desk tracking tools, as well as require in-person, hands-on support at the desktop;
- Conducts research, compiles and displays all Client Service statistical reports;
- Provides front-line support and response to solve all problems reported by clients;
- Demonstrates best practices and professionalism in the field;
- Reviews the applicable blood donation processes including the whole blood registration process and quality control requirements;
- Maintains historical records of issues, problem documentation and willingness to escalate to additional support tiers if required;
- Provides training for technology applications and products;
- Makes recommendations to CS manager for changes in procedures and systems providing support to clients;
- Composes routine correspondence for electronic distribution;
- Orders and maintains supplies, and arranges for equipment maintenance;
- Performs and documents the quality assurance and quality control functions in Donor Services;
- Coordinates interactions across all IT support channels in real time.
Requirements:
- Good organizational skills with the ability to follow through;
- Good problem-solving skills;
- Ability to follow complex oral and written instructions;
- Ability to organize work for timely completion;
- Basic computer skills including knowledge of Microsoft Office applications;
- Prior customer service experience or related support experiences a plus;
- Ability to communicate effectively orally and in writing;
- Ability to work with changing requirements and priorities;
- Ability to speak, write, read, and understand English;
- Ability to work with minimal supervision;
- Ability to commute with personal transportation;
- Must be competent in FDA regulations applicable to Donor Services;
- Associate Degree in Information Systems, Computer Science or a closely related discipline, or minimum of one – two years business experience;
- Skill in operating office equipment;
- Strong interpersonal skills are essential.