FORT Robotics

Technical Support Specialist I

FORT Robotics

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as the first point of contact for customer technical support via email, phone, and web portal.
  • Triage, diagnose, and resolve Level 1 issues involving device setup, pairing/connectivity, configuration, firmware updates, and basic operational questions.
  • Gather required details (logs, photos, environment notes, reproduction steps) to enable fast resolution and clean escalation.
  • Provide clear customer-facing guidance with concise steps, expected outcomes, and follow-up checkpoints.
  • Manage case lifecycle: accurate notes, customer updates, prioritization, and timely closure aligned to internal SLAs.
  • Validate symptoms vs. expected behavior using internal playbooks and known-issue documentation.
  • Identify safety-critical indicators and ensure immediate routing per internal escalation rules.
  • Coordinate with internal teams to ensure smooth handoffs and maintain customer communication during the process.

Requirements

  • 1–3 years of experience in technical customer support, help desk, field support coordination, or customer-facing technical roles (hardware or industrial tech preferred).
  • Strong written communication: able to turn technical steps into customer-friendly instructions.
  • Experience working in a ticketing/CRM system (Salesforce, Zendesk, Jira Service Management, etc.).
  • Ability to manage multiple cases concurrently while maintaining quality and responsiveness.
Benefits
  • Minimal travel may be requested for onboarding and ongoing team development and training to the FORT headquarters in Philadelphia, PA
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportdevice setuppairingconfigurationfirmware updatesissue diagnosiscase managementcustomer communicationticketing systemCRM
Soft Skills
written communicationcustomer-facing guidancemultitaskingproblem-solvingattention to detailprioritizationcollaborationresponsivenessescalation managementclear instructions