Technical Support Specialist L1 /
Robot Operations Support Engineer
Overview:
Join the innovative team at Relay Robotics as a Help-Desk Agent, where you'll play a crucial role in providing highly reliable robotic service to our customers around the world. This position offers the chance to work at the forefront of robotics technology, providing remote support to ensure rapid issue resolution and high customer satisfaction.
Responsibilities:
1. Operational Monitoring: Continuously monitor robot diagnostics to ensure smooth operations and identify problems before they impact the customer.
2. Customer Interaction: Provide assistance via phone or instant messaging, connecting with customers to gather data on issues they have reported and to guide them to resolution.
3. Data Collection: Capture information in our ticketing system on the reported issues, time/date and other activities and circumstances, to help in understanding the problem and either resolving it, or escalating to Level 2 support.
4. Communications: Ask questions and share information with customers and with our Level 2 support team to ensure we have the details needed to solve the problem, and to inform the customer as to the resolution and next steps.
Qualifications:
1. Customer Service: Personable and dedicated to providing outstanding customer service.
2. Communication Skills: Excellent command of spoken and written English. Ability to understand, and be understood by, English speakers in different countries.
3. Team Collaboration: Proven ability as a team player with a positive attitude and a strong willingness to learn and adapt.
4. Attention to Detail: High level of accuracy and attention to detail in all aspects of work.
5. Technical Proficiency: Experience with and ability to quickly learn various computer systems and software platforms.
Successful candidates will have a curiosity and aptitude for understanding how machines and technology work, and a knack for solving problems.
This is a customer-facing role. Preference will be given to candidates who have interacted with American or English-speaking customers.
Job Type
Full-time or part-time shift work in support of 24x7 operations.
Remote support of global fleet operations.
Schedule: Flexible with the possibility of early day shifts or afternoon/evening shifts.
#J-18808-Ljbffr