Technical Support Specialist (Remote Technical Support, Robotics) - U.S.

Company Description Locus Robotics is a frontrunner in the rapidly blooming eCommerce order fulfillment optimization industry. Our solution enables warehouse owners to achieve 2-3X efficiency upgrade over cart-picking operations by allowing pickers to collaborate with our robots. This is achieved while integrating with the user’s Warehouse Management System, deploying and maximizing the existing facility infrastructure. This is a chance to become part of an intelligent, high-performance team, implementing cutting-edge technology to tackle real-world logistics complications for major global brands. Job Description Locus Robotics is in search of a Customer Support Specialist to join our Tier 1 support team in providing support and resolution on tickets from our customer requests and customer site end users. This role offers training and a firm foundation to develop a career path within a growing team dedicated to the support and success of our customers. The successful individual for this role will possess a passion for assisting both internal and external customers by delivering technical support to non-technical individuals in a professional setting. Responsibilities: - Navigate and solve customer tickets regarding tier 1 and 2 technical issues. - Communicate root-cause analysis on issues that arise in customer accounts. - Collaborate with internal Locus teams to rectify technical support issues relating to all aspects of our products via email and phone consultations. - Cooperate with engineering staff on complex technical issues that are tricky to resolve. - Generate and sustain knowledge-based articles on new issues that arise. - Proactively and continuously enhance technical skills. Qualifications - Experience in a Help Desk, Technical Support, or Customer Support role. - Remote support, full training, set schedule. - Ability to perform multiple tasks concurrently and effectively respond to emergency situations. - Capability 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 is a plus, early career applicants are welcome. Additional Information Locus Robotics is an Equal Opportunity Employer.