Senior Field Services Representative (FSR)

Job Description

Job Description

Description :

High Side Technology is looking to hire a senior Field Services Representative. In this role, FSR will use his / her problem-solving skills to be the first to respond to user requests from users of our software platform. They will help troubleshoot any reported issue and identify potential solutions ensuring successful execution of their mission. The role will include both technical and user engagement support duties, ensuring successful execution of program objectives.

Key Responsibilities :

• FSR Support and Coordination :
• Coordinate with the Lead FSR and other members of the FSR team on the program to ensure support is provided in a professional, timely, and efficient manner
• Coordinate schedules and reporting of FSR team to ensure the quality and completeness of work products (turnover logs, user reporting, checklists, etc.)
• Mentor and train new or less experienced FSRs
• Lead Operational Activities :
• Monitor the system to ensure the system is performing as expected and services are functioning correctly
• Capture reported system bugs from user feedback and error messages / anomalies discovered from performing check list tasks. Attempt to recreate and diagnose issues reported
• Generate timely and accurate reports on system’s performance
• Triage, track, and correctly escalate to the appropriate team (FSR, Ops, Developers, User Engagement)
• Perform and coordinate ‘Feed Activation / Deactivation and Naming Change Requests’ from the Tasking Authority in a timely manner
• User Support Specialist :
• Cultivate strong relationships with customers, team members, and users
• Develop a deep understanding of system’s feature capabilities so they can leverage problem-solving skills to ensure user inquiries are resolved in a efficient way
• Coordinate closely with User Engagement Team for user inquiries for follow on training requests and relaying feature requests to help shape continued evolution of the system
• Identify and drive forward support efforts to improve the effectiveness and efficiency of user support
• Desired Skills / Ideal Candidate :
• Former Intelligence Analyst / Collection Manager with 4-6 years of Full Motion Video / Intelligence surveillance Reconnaissance (ISR) experience
• Prior experience with customer site

Requirements :