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 customersDiagnose issues or technical problems related to all aspects of the robot and it’s associated systemsTake ownership and resolve customer complaints quickly and creatively; escalate as necessary following internal guidelinesBe part of the on-call tech support rotation as necessaryWork with internal teams to help resolve more complex challengesKeep 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 serviceComfortable and experienced at fault-finding by reading schematics, wiring diagrams and instructional manualsAbility to work flexible shifts occasionally and to adapt to changing work schedules based on business and customers’ needsHave strong people skills, be approachable, a good listener, and empatheticDriven 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 devicesExperience servicing floor cleaning equipmentHold a valid and up-to-date driver’s license and passportWillingness and ability to travel occasionally, within Canada and Internationally Experience working with Linux, Jira, SalesforceProgramming and troubleshooting experienceMultilingual.
