We are seeking a Field Service Agent to join our innovative team.
Key Responsibilities:
* Provide highly responsive field service coordination
* Ensure clear direction and SOPs for validation tasks such as surveys, works, deployments or maintenances performed by our deployment team or technicians is successful and delivered with high quality
* Provide prompt response and troubleshoot operational challenges for technicians and store managers via telephone, email, whatsapp and other communication channels
* Create clear processes with the support and maintenance organization to request support on technical issues related to the deployment and maintenance of smart lockers, including hardware and software components
* Manage exceptional flow when tasks fail due to operational or technical issues and take ownership of the successful delivery of the service thereafter
* Handle client escalations and provide feedback and promptly and regular status updates. Perform post-mortems on exceptional cases and provide reports to build learning and help improve our service quality
* Contribute to the development and updating of documentation, training materials and standard operating procedures
* Keep up-to-date with product developments and company processes to enhance operational and technical knowledge of our field teams
Requirements:
* Excellent problem-solving skills and ability to troubleshoot complex technical issues
* Proficiency in English, with good communication skills
* Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
* Experience in coordinating with contractors and managing maintenance projects
* Strong organizational skills and attention to detail
* Ability to work independently and as part of a team, with a proactive and flexible approach
Nice to Have:
* Portuguese language skills
* Experience in a startup culture and adaptability to a fast-paced environment
This role requires a strong understanding of technical concepts and excellent communication skills. If you have experience in coordinating with contractors and managing maintenance projects, we encourage you to apply.