Field Support Specialist

Champaign, IL

Position Summary:

The Field Support Specialist performs a variety of duties to ensure that Pavlov Media provides its customers with an exceptional customer service experience. The primary responsibility of this position is to field incoming support calls and schedule technical resources in accordance with Pavlov Media process. In addition to scheduling technical resources the Field Support Specialist will assist with strategic internal projects initiated by company management.


  • Pavlov Media is an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

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    Primary Responsibilities:

    • Strong commitment to quality customer service and customer satisfaction
    • Act as first point of contact to the customer for all types of service requests
    • Balancing incoming work with available team members to maximize team utilization
    • Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from monitoring tools
    • Monitor resource schedules to ensure prompt time entry on service requests
    • Keeping customers informed of incident progress, notifying them of impending changes or agreed outages
    • Improve customer service, perception, and satisfaction
    • Scheduling and closing work orders for Field Resources
    • Track and organize technician provided documentation
    • Maintain accurate customer records in company CRM
    • Ability to resolve customer problems over the telephone
    • Provide administrative support to the Deployment and Construction Team, NOC Team, and Corporate Team

    Desired Skills:

    • Very organized and detail oriented, with a high degree of accuracy and follow up
    • Strong organizational skills
    • Strong telephone communication skills
    • Professional communication, demeanor, and appearance
    • Time-Management, prioritization and multi-tasking abilities
    • Collaborative team skills
    • Technical awareness: ability to match resources to technical issues appropriately
    • Self-motivated with the ability to work in a fast-moving environment
    • Ability to easily adapt to changes in processes, procedures and priority

    Experience Requirements and Positives:

    • Minimum of two (2) years’ experience in a related field preferred
    • Valid driver’s license