The Customer & Operations Technology Specialist is a frontline member of the 24/7 Customer & Operations Technology Support Center, providing technological support for operational services teams and external customers. Specialists handle incoming calls, manage work orders, dispatch emergency response teams, support day and overnight operations, and assist with urgent customer and employee needs. They troubleshoot and resolve common technology, account, and connectivity issues to support day‑to‑day operations.
24/7 Customer & Employee Technology Support
Respond promptly and professionally to incoming calls and digital communications.
Support customer, employee, and field teams with urgent technology‑related requests, including after‑hours and overnight support.
Assist overnight and field teams as needed, including conducting welfare checks in alignment with operational protocols.
Document incidents, actions taken, and resolutions accurately to ensure continuity of support.
Create, manage, and update work orders in real time using company systems.
Ensure work orders are correctly assigned, accepted, and progressed by operational teams.
Monitor work order status to support service‑level expectations.
Verify completion details, including notes and proof‑of‑completion photos, to ensure data accuracy and operational quality.
Dispatch & Emergency Coordination
Dispatch janitorial and facilities response teams for urgent cleaning, safety, or facility incidents using established systems and protocols.
Escalate critical technology, facility, or safety issues to site leadership and operations management.
Maintain clear, ongoing communication with field teams and leadership during active incidents until resolution.
Troubleshoot common technology issues, including user access, passwords, applications, mobile devices, and connectivity.
Assist frontline operations teams with work orders, timekeeping, and mobile technology issues.
Escalate unresolved or complex issues to Level II Support or management as appropriate.
Identify and report recurring issues or system trends.
Maintain accurate call logs, incident records, and provide clear shift hand‑off summaries to support operational continuity.
3+ years of experience in a service support or dispatch, help desk, or operations support environment.
Experience supporting field, overnight, or customer‑facing teams in a fast‑paced, service‑driven organization.
Strong customer service and communication skills, with the ability to handle urgent situations professionally.
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Aa Facility Services, Inc., is a full service, commercial cleaning company that is family-owned with 50+ years combined experience in the cleaning industry. We care about our employees and our customers. Our goal is to train our employees to be the best they can be and to supercede the expectations of our clients.