Field Support Specialist

The Field Support Specialist provides remote technical and operational support for field resources. The role coordinates installation activity, troubleshoots issues remotely, and maintains accurate service documentation.

What You’ll Do:

• Schedule 3rd party dispatch vendors
• Serve as internal point of contact and provide consistent, prompt, and high-quality support through phone, email, video, and service-management tools.
• Support field resources during installations by clarifying requirements, reviewing information, and coordinating next steps.
• Use remote diagnostic tools and available documentation to troubleshoot hardware, software, network, configuration, and installation-related issues.
• Set clear expectations and provide timely updates on progress, risks, and next steps.
• Coordinate with field resources and other internal teams to keep tasks and projects on schedule and aligned with requirements.
• Complete accurate service reports, document troubleshooting activity, and resolutions.

Experience We’re Looking For:

• At least 2-3 years of experience in technical customer success, implementation coordination, remote technical support, service coordination, or a comparable customer-facing technical role. Experience in a UCaaS or customer-service call-center environment is preferred.
• Fluency in French, specifically Quebec French (Québécois).
• Strong technical aptitude and the ability to learn new hardware, software, and work processes.
• Ability to use digital tools, including AI-assisted tools, to improve day-to-day productivity and work quality.
• Working knowledge of inside or premises wiring, structured cabling, low-voltage wiring, telecommunications installations, or network cabling sufficient to support customers and field resources remotely.
• Project coordination and client-management experience.

What We Offer:

• Comprehensive Medical/Dental/Vision insurance for you and eligible dependents
• GRSP including employer match
• Employee Stock Purchase Plan
• Unlimited paid time off as well as corporate holidays observed