Locus Robotics

Technical Support Specialist (Mon-Fri 3:30pm-12am ET)

Locus Robotics

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $35,000 - $85,000 per year

About the role

  • Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction.
  • Serve as the first point of contact for customer sites, providing prompt response and resolution.
  • Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers.
  • Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues.
  • Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs).
  • Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation.
  • Maintain clear, professional, and timely communication with customers throughout the support process.

Requirements

  • Associate's or Bachelor's in Robotics, IT, Computer Science or related field.
  • 2+ years of experience in a Technical Help Desk or Technical Customer Support role.
  • Extensive experience with ticketing systems and remote supporting tools.
  • Expertise in troubleshooting across hardware, software, and network environments.
  • Ability to manage multiple priorities and adapt to a fast-paced environment.
  • Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.