OVERVIEW

dESCO, soon to be rebranded to FieldEdge (www.fieldedge.com), is the leading provider of field service management solutions to the mechanical contractor market. dESCO’s flagship ESC product has helped thousands of service-based organizations increase sales performance and overall workforce productivity by managing all aspects of their daily operations.

We have a work hard, play hard, family culture where no one takes themselves too seriously. We are looking for customer support rockstars whose #1 priority is making our customers happy.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Help the customer solve problems with our software in a friendly, accurate, and efficient manner
  • Keep technical skills up-to-date.  This includes not only our software, but our partners’ software and general computing knowledge as well
  • Provide training for our customers on proper operation of our software and the programs/operating systems we integrate with.  This will be accomplished via phone, Internet, and in person
  • On-site training will generally be performed on a monthly basis.  Each training session typically takes 4 days (2 training, 2 travel).
  • Create training materials such as presentations, handouts, tests, certificates, etc.
  • Add new articles to our ever growing knowledgebase on a consistent basis
  • Audit existing articles and documentation to ensure accuracy.
  • Validate bugs and identify steps for consistent reproduction. Work with customers once issues are resolved to communicate fixes appropriately
  • Recommend opportunities to improve the customer experience and customer retention

REQUIREMENTS

  • At least 3 years of experience as a customer support representative
  • Exceptional interpersonal, written and verbal communication skills
  • Strong understanding of computers and ability to problem solve technical matters

BENEFITS

  • Full health coverage
  • 401k plan with matching for employees with >1 year of tenure
  • Tuition reimbursement
  • Generous Base Salary plus performance based compensation and incentive program
  • Growth opportunities to progress throughout the organization
  • Free snacks and drinks are abundant in our facilities, along with a large TV and ping pong table

Please send your resume and the position you’re applying for to careers@desco-soft.com