Technical Support Specialist – Sun-Thurs 12pm-8:30pm ET
Locus Robotics
full-time
Posted on:
Location Type: Remote
Location: United States
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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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingtechnical supportticketing systemshardware supportsoftware supportnetwork supportdocumentationcustomer satisfactionservice level agreementsknowledge base management
Soft Skills
communicationcustomer engagementprioritizationadaptabilitycollaborationproblem-solvingtime managementprofessionalisminterpersonal skillsteamwork
Certifications
Associate's degreeBachelor's degree