Customer Support Enablement Associate at Field Nation

Dhaka, Dhaka Division, Bangladesh

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Marketplace, Service DeliveryIndustries

Requirements

1+ years of experience in a role focused on training, knowledge management, technical writing, process documentation, and/or customer service enablement (quality assurance experience is a plus)
Previous experience developing and documenting internal policy/processes
Deep passion for accuracy and detail with a high level of responsibility and ownership for published content
Natural curiosity to learn new software, with the ability to clearly articulate and document how it works and its impact on users
Exceptional English speaking and writing skills, with the ability to translate complex technical information into simple, clear instructions
Excellent interpersonal skills and enjoys "connecting the dots" for others
Strong analytical, organizational, and problem-solving abilities
Demonstrated time management skills and the ability to multitask and prioritize projects based on deadlines
Comfortable thriving in a dynamic environment

Responsibilities

Serve as the primary owner for updating and maintaining Support’s knowledge platforms (e.g., Confluence, Seismic, Process Change Log) as processes and products evolve
Create new and maintain existing training materials in the Learning Management System (LMS) to ensure all team members have access to required training, focusing on clarity and ease of use
Continuously review and analyze internal processes to identify opportunities for efficiency improvements and recommend actionable enhancements that reduce support effort and decrease resolution times
Build and maintain resources, such as playbooks and quick-reference guides, that proactively address common issues and reduce the overall number of support cases
Assist the Enablement Lead with the implementation and rollout of new systems, tools, and processes, ensuring smooth adoption by the Customer Support teams
Routinely audit and validate the accuracy and output of AI and automation tools deployed within support workflows, ensuring adherence to quality standards and providing actionable feedback for continuous improvement
Maintain the accuracy and consistency of essential support metrics and reporting within Salesforce by performing regular data audits and validating critical input fields for reliable business intelligence
Foster a culture of empathy and customer-centricity, demonstrating a genuine passion for improving the support experience for all internal and external users

Skills

Key technologies and capabilities for this role

ConfluenceSeismicLMSTraining DevelopmentKnowledge ManagementProcess ImprovementContent ManagementPlaybooks

Questions & Answers

Common questions about this position

What is the location for this position?

This position is located in Uttara, Dhaka, Bangladesh and reports to the Customer Support Enablement Lead located in the U.S.

What experience is required for this role?

You need 1+ years of experience in a role focused on training or knowledge management.

What are the main responsibilities in this role?

Responsibilities include content and knowledge management, training development, process improvement, resource creation, project support, AI performance monitoring, support data integrity, and cultural advocacy.

What is the company culture like at Field Nation?

Field Nation fosters a culture of empathy and customer-centricity, with a mission to help the service delivery industry do great work by empowering businesses and technicians.

What makes a strong candidate for this position?

A strong candidate has 1+ years of experience in training or knowledge management and can handle responsibilities like maintaining knowledge platforms, developing training materials, improving processes, and advocating for customer-centric culture.

Field Nation

Connects businesses with freelance technicians

About Field Nation

Field Nation connects businesses with skilled freelance technicians for on-demand work orders, primarily in the United States. The platform allows companies to manage their workforce efficiently by accessing a large network of pre-vetted professionals based on location and specific skills. Businesses can post work orders, and technicians can bid on them, with Field Nation earning a fee from each completed order. This model helps companies save costs and maintain flexibility in staffing. With 1.4 million work orders completed annually and a 98% success rate, Field Nation ensures quality through a rigorous vetting process. The platform also provides tools for businesses to create custom profiles and build trusted teams, along with industry insights to help improve operational efficiency. Field Nation's goal is to optimize field operations for businesses by providing a reliable way to connect with top talent and enhance service delivery.

Minneapolis, MinnesotaHeadquarters

2008Year Founded

$58.5MTotal Funding

EARLY_VCCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Unlimited Paid Time Off

Paid Vacation

Health Insurance

Dental Insurance

Vision Insurance

Paid Parental Leave

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Hybrid Work Options

Risks

Increased competition from platforms like Upwork and Fiverr threatens market share.

AI-driven platforms may reduce the need for traditional FMS platforms.

Changes in labor laws could impact Field Nation's business model and increase costs.

Differentiation

Field Nation connects businesses with skilled freelance technicians for on-demand work orders.

The platform offers a 98% success rate through rigorous vetting of technicians.

Field Nation provides industry insights and case studies to demonstrate successful scaling.

Upsides

Increased demand for flexible work solutions drives growth in freelancer management systems.

Technological advancements enhance efficient matching of freelancers with job opportunities.

Partnerships with industry-specific service providers improve client satisfaction.

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