Job Description

Locus Robotics is seeking a Customer Success Support Specialist to join our Tier 1 support team in providing support and resolution on tickets from our customer’s request and customer site end-users. This role provides training and a strong foundation to build a career path with a growing team dedicated to the support and success of our customers. The successful candidate for this role will have a passion for helping internal and external customers with providing technical support to non-technical people in a professional environment.

Responsibilities:

• Triage and resolve technical support issues relating to the Locus robots, connections, and customer sites with chat, e-mail and phone consultations.
• Escalate to Tier 2 on difficult to resolve technical issues.
• Update documentation and shared ticket system.
• Support multiple time zones and variety of environments.

Qualifications

• Experience in Help Desk, Technical Support or Customer Support role.
• Remote support, full training, set schedule.
• Perform multiple tasks concurrently and respond to emergency situations effectively.
• Ability to effectively communicate technical/complex information both verbally and in writing.
• Ability to troubleshoot and gather information on technical issues and escalate to appropriate internal teams following defined processes
• Strong written and verbal customer service communication skills
• Experience managing Windows environments, other systems
• AS or BS in Robotics, IT, CS, EE a plus, early career welcomed