Job Description

Job Responsibilities:

• Serve as the primary point of contact for on-site field technicians, offering escalation support as needed.
• Assist field technicians with technical issues to ensure successful installation completion.
• Thoroughly document installation-related information, including check-in/out times, issue calls, resolutions, and escalation paths.
• Address installation issues promptly and assess their impact on project timelines.
• Provide escalation support to field technicians and escalate issues to designated personnel within Direct Source or client escalation channels.
• Notify the Project Manager of any inventory, installation, or staffing issues.
• Monitor site progress, conduct follow-up calls, and escalate if necessary to ensure timely completion.
• Utilize installation manuals and knowledge bases to assist technicians with troubleshooting.
• Document hardware/software issues and resolutions in the knowledge base for future reference.
• Communicate resolutions, workarounds, and strategies to the Project Team and relevant technicians.
• Assist in monitoring, diagnosing, and suggesting process improvements for hardware, software, or installation processes.
• Review and assist in documenting process changes before distribution.
• Ensure accurate documentation of check-in/out, visit status, and incident tickets.
• Adapt to new responsibilities and project developments as they arise.
• Develop a deep understanding of the technology and systems being installed to provide effective support.
• Maintain regular and reliable attendance.

Requirements:

• High School diploma or equivalent.
• Minimum 1 year of experience in customer service, technical support, or project coordination.
• Exceptional multitasking skills and ability to prioritize effectively.
• Proactive, self-motivated, and accountable performer.
• Strong written and verbal communication skills, with the ability to convey information clearly and accurately.
• Commitment to delivering quality customer service and handling diverse situations professionally.
• Proficiency in Microsoft Office suite, particularly Excel.
• Aptitude for troubleshooting technical issues and eagerness to learn new technologies.
• Flexibility to work varying shifts and roles to meet project requirements.
• Adherence to quality and safety standards.
• Proficient in English communication.

Additional Info:

• Pay range: $20-21/hr.
• Schedule: Mon - Fri, 6am - 6pm (8 hour shifts, flexibility with schedules is highly preferred)
• Location: 100% in office
• Type: Contract-only for approx. 5-6 months

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.