Technical Support Specialist

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
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
  Willingness and ability to travel occasionally, within Canada and Internationally
  Experience working with Linux, Jira, Salesforce
  Programming and troubleshooting experience
  Multilingual.