Manage customer support tickets for tier 1 and tier 2 technical issues, ensuring timely resolution and customer satisfaction.
Serve as the first point of contact for customer sites, providing prompt response and resolution.
Leverage internal monitoring tools to efficiently diagnose and resolve hardware, software, and network-related issues for customers.
Collaborate with engineering and cross-functional teams to troubleshoot and resolve complex technical issues.
Monitor, prioritize, and manage tickets to maintain compliance with defined service level agreements (SLAs).
Create and update knowledge base articles to improve support workflows and maintain accurate, up-to-date documentation.
Maintain clear, professional, and timely communication with customers throughout the support process.

Associate's or Bachelor's in Robotics, IT, Computer Science or related field.
2+ years of experience in a Technical Help Desk or Technical Customer Support role.
Extensive experience with ticketing systems and remote supporting tools.
Expertise in troubleshooting across hardware, software, and network environments.
Ability to manage multiple priorities and adapt to a fast-paced environment.
Excellent written and verbal English communication skills, with the ability to effectively engage with internal and external stakeholders at all levels of the organization.

Technical Support Specialist (Mon-Fri 3:30pm-12am ET)

Key skills