Job Description

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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