Technical Support Specialist

About this role

We are an Avidbots Corp branch located in Colombia, dedicated to offer customer care support of Avidbots sold products around the world. Our services includes, 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 the support on this fields and daily include more fields to work on as the company grows and our team get more skills.

We work hard to keep our employees happy and under the best conditions we can provide, aiming to make a great community to work in and where everyone is glad to share it's 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 & 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:

Build positive relationships with customers and communicate through email, messaging, and phone conversations

Provide excellent customer service to all internal and external customers

Diagnose issues or technical problems related to all aspects of the robot and it’s associated systems

Take ownership and resolve customer complaints quickly and creatively; escalate as necessary following internal guidelines

Be part of the on-call tech support rotation as necessary

Work with internal teams to help resolve more complex challenges

Keep track of and resolve challenges in a timely manner, keeping the customer informed throughout the process.

• Key skills and experience:

Diploma, degree, or 2-5 years of experience in associated field such as electronics, robotics, or hospitality and customer service

Comfortable and experienced at fault-finding by reading schematics, wiring diagrams and instructional manuals

Ability to work flexible shifts occasionally and to adapt to changing work schedules based on business and customers’ needs

Have strong people skills, be approachable, a good listener, and empathetic

Fluent in English, has had experience in predominantly English-speaking work environments.

Driven individual, passionate about robotics, self-starter, and works well as part of a small support team.

- Nice to Have

• Experience working with electronics or electro-mechanical devices
• Experience servicing floor cleaning equipment
• Hold a valid and up-to-date driver’s license and passport
• Experience working with Linux, Jira, Salesforce
• Programming and troubleshooting experience
• Multilingual.