Field Dispatch/Operations

The Field Operations team is responsible for the installation, maintenance, and repair of residential and small business services. Within the Field Operations department, the Field Service Center team is responsible for dispatching and technical support of GFiber's Field Technicians, helping to expand and maintain GFiber's Wired and Wireless customer installations and network construction.




Role Description (and additional job description)
The Field Services Center Install Save Desk supports the dispatch and technical support of: installing and repair of GFiber services. Your primary responsibilities will require the use of service support software such as Salesforce - Service Console and Oracle Field Service Cloud (OFSC), understanding of how to work through same day challenges that prevent technicians’ completion of installations.


Responsibilities
Drop readiness for installs checks and follow up
Coordination with Vendor Dispatchers to resolve quota availability for scheduling
Contacting Customers to coordinate scheduling.
Coordinates multiple repair and maintenance resources for Repair and Maintenance
Coordinate install fulfillment dispatch and handling calls from technicians.
Have knowledge of in-home installations procedures
Navigate complex customer interactions with exceptional client service, professionalism, and thoroughness.
Have capabilities to reason through ticket prioritization.
Maintaining established KPI’s for Installation Job competition rates

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Minimum Qualifications (MQs)
3 years in a Installations dispatching support environment
3 years of experience managing relationships with a variety of contractors and vendors.
3 years of experience in GIS or equivalent mapping systems.
Ability to work non-standard working hours including weekends, holidays, and differing work rotations/shifts.
Experience using a computer in a professional setting.
Experience with field services dispatch in telecom or similar industry.

Preferred Qualifications (PQs)
Experience using OFSC and or Salesforce
3 years experience with field services dispatch in telecom or similar industry.
3 years of experience with fiber to the B2B/Enterprise level fiber network construction/operations.
Ability to operate Google Workspace, Oracle Field Services Cloud (OFSC), and Salesforce applications.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.