Summary
As a member of the technical staff, the Support Intern is responsible for assisting the Support team with day-to-day activities.Essential Functions
Primary respondent to incoming phone calls to the main and support line calls.Reconcile Salesforce support cases with internal knowledge base (Helpjuice)Validate that articles exist for all casesAdd articles if missing.Update articles if new information is availableManage knowledge base to ensure information is up to dateOrganize folders as needed.Update articles as needed.Data entry in SalesforceReview Asset and Client data and ensure it is currentAssist with preventive maintenance build for new customers.SharePoint storage pruningArchive files that are no longer in useMaintain file naming conventionPerform data labeling when assigned.Project based tasking as neededPackage set auditsDemo setup/tear down assistanceSupport newsletter articles as neededPerform other duties as assigned with other groups.Competencies
Promptness. Proficient with SharePoint and Microsoft Office Suite, including Teams.Comfortable familiarity with the internet and commonly used computer applications and functions.Excellent communication skills in English, both written and oral.Comfortable with taking initiative. Comfortable answering phone calls.Sense of urgency, a bias towards action.Ability to problem solve and analyze.Maintain a team player mentality with all parties.Maintain empathy towards clients.Required Education and Experience
- High school diploma
- At least two years of customer service and/or technical support work experience
Preferred Education and Experience
- Minimum of two years of completed college coursework
Additional Eligibility Qualifications
- Must have reliable transportation.
- Must have reliable Internet and phone.
Supervisory ResponsibilityThis position has no supervisory responsibilities.Work EnvironmentThis job operates in a professional office environment, routinely using standard office equipment such as computers, phones, cameras, photocopiers, and filing cabinets. This job also occasionally operates in a warehouse environment, either in our facility or our customers’. While performing the duties of this job, the employee will be exposed to moving mechanical parts, vibration, and occasional fumes or airborne particles.
The noise level in the work environment and job sites are often loud enough to require hearing protection.Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.The employee is regularly required to sit, talk, and hear; frequently required to use hands to finger, handle or feel, and must be able to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. The vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Position Type/Expected Hours of WorkPart time, 20 hours/week between M-F, 8:00am-5:00pm (the work hours may vary on occasion due to the time zone our clients work within). We may increase the hours per week if needed.TravelIntermittent travel up to 10% of the time could be needed for this position, including some local day travel.Work AuthorizationMust be able to show documentation that shows authorization to legally work in the U.S.AAP/EEO Statement Plus One Robotics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities and activities may change at any time with or without notice.
