Field Support Agent

United Uptime is seeking a motivated and technically inclined Field Support Agent to join our Remote Services and field support team. This fully remote position plays a critical role in supporting field technicians, improving service processes, and helping develop tools and resources that enhance operational efficiency across the organization.
As a Field Support Agent, you will serve as an extension of our field operations team by providing real-time troubleshooting assistance, technical guidance, and process support. This role combines hands-on technical problem solving with documentation development, warranty administration, and participation in innovative technology initiatives.

Key Responsibilities
Technical Support & Field Assistance

Provide remote troubleshooting support to field technicians during service calls.
Act as a technical resource and training extension for technicians by coaching and guiding them through diagnostic and repair processes.
Support issues related to fuel system equipment, service technologies, mobile tablets, and operational processes.
Coordinate with internal departments to ensure technicians receive the appropriate assistance and resources needed to resolve customer issues.

Managed Services Support

Monitor and support managed customer accounts through Insite360 and other service management platforms.
Assist with service portal administration and customer support activities.
Help identify opportunities to improve customer service delivery and system performance.

Warranty Program Support

Support the development, implementation, and administration of warranty service processes.
Assist branches with warranty claims, documentation, and related administrative functions.
Maintain accurate records and ensure warranty activities are completed efficiently and consistently.

Documentation & Process Improvement

Create, maintain, and improve troubleshooting guides, process documentation, and technical reference materials.
Work closely with operations and training teams to identify common support issues and develop solutions.
Assist in testing and validating procedures to improve technician effectiveness and service quality.

Technology & Innovation Initiatives

Support the implementation and testing of AI-powered technician support tools.
Validate troubleshooting workflows and provide feedback on system effectiveness.
Participate in continuous improvement initiatives focused on increasing technician productivity and customer satisfaction.

Qualifications

Experience troubleshooting mechanical, electrical, networking, or service-related equipment.
Strong communication skills with the ability to explain technical concepts clearly over the phone and through written documentation.
Comfortable working independently in a remote environment.
Proficiency with Microsoft Office applications and web-based service management tools.
Strong organizational skills and attention to detail.
Experience in petroleum equipment, fuel systems, field service operations, or technical support environments is preferred.

What We're Looking For

A self-starter who enjoys solving problems and helping others succeed.
Someone passionate about technician development and process improvement.
A team player who can collaborate across multiple departments.
An individual who embraces technology and enjoys helping develop innovative support solutions.