Field Support Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeFieldSupport Full time $90,000 - $120,000

Technical Field Support Expert

GTS field support professionals play a vital role in ensuring the smooth operation of our customers' technology systems. Our team works closely with country leads to provide technical support and improve quality metrics, ensuring optimal service levels for customers.

As a key member of our team, you will be responsible for analyzing key metrics (e.g., revisit and re-trip rates) to enhance field quality, driving continuous improvement initiatives, and mentoring junior support team members. You will also work closely with service learning on new and existing training, helping to provide local language training material for service learning.

The ideal candidate will have a qualification in a relevant field (e.g., computer science, engineering), proven experience in technical support or related roles, strong communication and leadership skills, and the ability to work collaboratively across teams. Familiarity with NCR Voyix POS and SCO systems is highly desirable, as well as experience with 3rd party POS and SCO.

In this role, you will have the opportunity to work with a variety of stakeholders, including customers, suppliers, and internal teams. You will be expected to handle customer escalations promptly, assist the COL (country operations lead) in resolving escalations, and manage senior engineer/technician roles assigning work and projects. You will also be responsible for providing technical assistance to field technicians, facilitating software deployment, and sharing technical knowledge with the team.

Key Responsibilities:

  • Enhance field quality by analyzing key metrics and driving continuous improvement initiatives.
  • Provide technical support to customers and resolve escalations promptly.
  • Work closely with country leads and service learning to provide training and development opportunities.
  • Manage senior engineer/technician roles and assign work and projects.
  • Facilitate software deployment and share technical knowledge with the team.

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