CUSTOMER SERVICE TECHNICAL SUPPORT SPECIALIST ROLE-ROBOTICS
Welcome to AGILOX North America Inc, a hub for technology lovers and creative minds! Our commitment to innovation is in every facet of our company. We proudly combine our globally patented software, the groundbreaking "X-SWARM Technology," with the advanced mechanical systems of our Autonomous Mobile Robots (AMRs).
Currently, we are looking for a Customer Service Technical Support Specialist —an exciting role for anyone passionate about cutting-edge technology in AMRs. If this piques your interest, we invite you to join our AMAZING TEAM and help shape the future of robotics!
ROLE TITLE: Customer Service Technical Support Specialist
ABOUT THIS ROLE:
The Customer Service Technical Support Specialist plays a crucial role in helping customers resolve technical issues, offering product advice, and maintaining high levels of customer satisfaction. This position demands strong communication abilities, a solid understanding of technical concepts, and the capacity to address problems effectively.
REPORTS TO : Customer Service Manager
Candidates must reside in Metro Atlanta area to be considered
KEY RESPONSABILITIES :
· Address customer inquiries through phone, email, chat, or ticketing platforms.
· Identify and resolve hardware, software, or product-related issues.
· Provide clear, step-by-step guidance to users in a non-technical way.
· Refer complex issues to advanced technical support or engineering teams as needed.
· Record all interactions and solutions in the CRM or ticketing system.
· Customer Service Technician Specialist also provide assistance and training for end-user support questions specific to AGILOX Applications
· Share insights with product or engineering teams regarding frequent customer concerns.
· Inform customers about product features, updates, and best practices.
· Uphold professionalism and empathy in all customer interactions.
· Conduct follow-ups to confirm customer satisfaction with issue resolution.
· Follow up with customers to ensure issues are resolved to their satisfaction.
EDUCATION & EXPERIENCE:
· 2+ years of experience in Customer Service Technical role.
· (Preferred) Associate’s or bachelor’s degree in Mechatronics, Computer Science, or related.
. PLC experience.
· Solid understanding of operating systems (Windows, macOS, Linux)
· Basic to advanced understanding of operating systems (Windows, macOS, Linux)
· Proficiency in troubleshooting software and network issues
· Experience with help desk software (e.g., Zendesk, Freshdesk, ServiceNow)
· Knowledge of remote access tools (e.g., TeamViewer, Any Desk)
PROFESSIONAL QUALITIES
· Time management and multitasking ability
· Team player with a positive attitude
· Self-motivated and able to work independently
· Willingness to learn and adapt to new technologies
· Ability to stay calm under pressure
BENEFITS:
· Opportunity for growth and career advancement
· Collaborative and supportive team environment
· Exposure to a wide range of sales and marketing activities
· Medical-No waiting period (sponsored 100% for employees, 80% for dependents).
· Health Bonus: Choice between HSA contribution total of 3k annually, or
· 3k Health bonus paid semi-annually, as accrued (January/July).
· Dental-No waiting period
· Vision-No waiting period
· SIMPLE IRA plan (AGILOX North America matches up to 3%).
· Life insurance
· Long- and short-term disability
· 16 days of PTO
· 7 paid Holidays
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