Technical Support Specialist (Friday - Monday 8pm ET - 7am ET)
Technical Support Specialist (Friday - Monday 8pm ET - 7am ET)
Locus Robotics
Wilmington, MA
See who Locus Robotics has hired for this role
Locus Robotics is seeking a Technical 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.
The working hours for this role are Friday - Monday 8pm ET - 7am ET.
Responsibilities:
- Navigate and solve customer tickets relating to tier 1 and 2 technical issues.
- Relay root-cause analysis on issues that arise on customer accounts.
- Triage with internal Locus teams and resolve technical support issues relating to all aspects of our products in e-mail and phone consultations.
- Work with engineering staff on difficult to resolve technical issues.
- Create and maintain knowledge-based articles on new issues that arise.
- Actively and continuously update technical skills.
- AS or BS in Robotics, IT, Computer Science or related field.
- Previous experience in Help Desk, Technical Support or Customer Support role.
- 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.
- Prior experience using Windows environments, other systems.
- Proficient English written and verbal communications skills required to collaborate effectively with internal and external teams.
Locus Robotics is an Equal Opportunity Employer.
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Information Technology -
Industries
Technology, Information and Internet
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