Technical Support Specialist

hace 1 semana


Perímetro Urbano Santiago de Cali, Colombia Avidbots Corp. A tiempo completo

We are an Avidbots Corp branch located in Colombia, dedicated to offer customer care support of Avidbots sold products around the world. Our services include specialized technical support, live robots assistance, 24/7 remote monitoring, development and maintenance of cleaning plans "patterns" for scrubber robotic machines. Our goal is to keep providing support in these fields and daily include more areas to work on as the company grows and our team gains more skills. We work hard to keep our employees happy and under the best conditions we can provide, aiming to create a great community to work in where everyone is glad to share their time.

About the Role:

We are looking for an enthusiastic, customer-centric Technical Support Specialist to help support our robots, customers, and technicians in the field. You enjoy interacting with people and excel in a fast-moving and dynamic environment. You are highly skilled at uncovering customers' needs and following through with effective solutions. The Technical Support Specialist is critical to our customers' success by providing them with excellent customer service and helping resolve technical issues quickly and professionally. This role reports to the Team Lead - Technical Support.

How you will make a difference:
  1. Build positive relationships with customers and communicate through email, messaging, and phone conversations.
  2. Provide excellent customer service to all internal and external customers.
  3. Diagnose issues or technical problems related to all aspects of the robot and its associated systems.
  4. Take ownership and resolve customer complaints quickly and creatively; escalate as necessary following internal guidelines.
  5. Be part of the on-call tech support rotation as necessary.
  6. Work with internal teams to help resolve more complex challenges.
  7. Keep track of and resolve challenges in a timely manner, keeping the customer informed throughout the process.
Key skills and experience:
  1. Diploma, degree, or 2-5 years of experience in an associated field such as electronics, robotics, or hospitality and customer service.
  2. Comfortable and experienced at fault-finding by reading schematics, wiring diagrams, and instructional manuals.
  3. Ability to work flexible shifts occasionally and to adapt to changing work schedules based on business and customers' needs.
  4. Strong people skills; be approachable, a good listener, and empathetic.
  5. Driven individual, passionate about robotics, self-starter, and works well as part of a small support team.
Nice to Have:
  1. Experience working with electronics or electro-mechanical devices.
  2. Experience servicing floor cleaning equipment.
  3. Hold a valid and up-to-date driver's license and passport.
  4. Willingness and ability to travel occasionally, within Canada and internationally.
  5. Experience working with Linux, Jira, Salesforce.
  6. Programming and troubleshooting experience.
  7. Multilingual.
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