The Field Services Engineer provides 9-1-1, NG9-1-1, or E9-1-1 technical support to customers via email, phone, in person, or other methods. The role involves traveling to customer sites as needed and requires independent judgment to resolve issues.
Requirements
- Provides 9-1-1, NG9-1-1, or E9-1-1 technical assistance and support for customer queries and issues
- Keeps upper management and team members informed of customer issues and concerns
- Creates cases in ticketing system for proper reporting and billing purposes
- Responds to customer requests based upon stated SLA's
- Completes proper documentation required by the department, including scheduled reports
- Responds on-site to customer locations, as directed or required to resolve issues and/or based upon stated SLA's
- Works with professional services team to support growing client base
- Maintains all existing certifications, and achieves all certifications as required
- Participates in scheduled departmental meetings
- Maintains company issued equipment
- Complies with all ConvergeOne Policies and Procedures
Benefits
- 401(k) Plan (35% employer match per dollar up to 10% employee contribution)
- Medical Coverage (3 platforms: UnitedHealthcare, Reference Based Pricing includes comprehensive member advocacy; and Kaiser)
- HSA with + Employer Contribution
- In-vitro Fertility (treatment coverage)
- Dental
- Vision (2 plans: 12-month and 24-month frames allowance)
- FSA Plans (Healthcare, Dependent care and Limited Purpose)
- Pre-tax Commuter Plans
- Employer-paid Life Insurance
- Employer-paid Short + Term Disability
- Long Term Disability (2 plans: Employer-paid and Self-paid with non-taxable claim payments)
- Paid Parental Leave (4 weeks at 100%)
- Employee Assistance Plan
- Voluntary Life Insurance
- Legal/ID Theft Plans
- TeleHealth Options
- Wellness via Omada Health (healthy living solution)
- Travel Assistance
- Business Travel Accident Coverage
- Employer-paid Pet Telehealth
- Accident Insurance
- Critical Illness Insurance
- Hospital Indemnity Insurance
- Volunteer Time Off