Xtium

Compensation

Full Description

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential. Job Description: At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you. About the Team: The Field Support team delivers exceptional support to our customers and field techs by efficiently resolving issues, ensuring smooth field operations, and maintaining high levels of communication and collaboration with internal and external stakeholders. We are to be a trusted, proactive partner in field services, continuously improving our processes and skill sets to deliver innovative, reliable solutions that exceed customer expectations and contribute to the success of the organization. About the Role: The Field Support Specialist 2 plays a vital role in supporting our 24x7x365 Field Services operation. Acting as a liaison between XTIUM's field technicians, platform technicians, customers, and internal teams, the specialist ensures technicians are properly identified, scheduled, and confirmed for onsite field maintenance requests. This role leverages documented procedures, attention to detail, and strong interpersonal skills to contribute to a seamless customer experience, ensuring timely field performance and successful service visits. Job Description: Create cases and service appointments for complex Field Services maintenance activities by dispatching, scheduling, and confirming Xtium and platform technicians. Conduct technical vetting of technicians to ensure their skillsets align with the scope of work, and address any questions related to the tasks. Minimize financial risk by dispatching and scheduling technicians appropriately to meet contractual service level agreements (SLAs) and customer commitments for field maintenance activities. Manage multiple escalations simultaneously, using sound judgment to prioritize tasks and acting as the primary escalation point for Field Support Representative 1 to ensure technicians are scheduled and confirmed. Approve technician requests within established guidelines and investigate and resolve any payment-related issues. Update dispatch tickets in accordance with customer specifications, documenting all communications with technicians, customers, and status in Salesforce. Ensure the achievement of monthly productivity targets, tracking progress and performance. Adhere to standard Field Support processes and procedures, including escalation, notification, and ticket documentation. Order parts as necessary to fulfill service requests and ensure successful resolution. Job Qualifications: High School Diploma or GED equivalent required. Previous experience in customer service, call center, or dispatching roles, including internships, co-ops, or full-time work. Exceptional communication skills, both written and verbal. Strong problem-solving and creativity skills to effectively overcome challenges. Ability to work efficiently in a fast-paced environment with a high level of accuracy and attention to detail. Demonstrated multitasking and prioritization abilities to manage multiple tasks simultaneously. Ability to stay calm under pressure, maintain a positive attitude, and adapt to shifting priorities. Proven ability to collaborate with cross-functional teams to meet customer expectations and service level agreements (SLAs). Willingness to learn new tools, technologies, and best practices in Field Services. A passion for delivering exceptional customer service and creating outstanding customer experiences. Ability to follow standard processes and procedures, consistently adhering to assigned shifts. Basic understanding of networking preferred, including knowledge of: Networking protocols Routers, Switches, Access Points Salary: $17 - $18/hr. We offer a competitive benefits package with Med/Dental/FSA/401(k)/Flexible Paid Time Off. XTIUM is an equal opportunity employer. Remote At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.