Customer Service Technical Support-ROBOTICS (Alpharetta)
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 Specialistan 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) Associates or bachelors 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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