Help Desk / Product Support

Location: Pittsburgh

Job Type: Full Time / Permanent

The Product Support / Help Desk representative is responsible for troubleshooting problems on robots that are in the field, through hardware and software.  This position is located at our corporate office in Pittsburgh, PA.  This is an exciting, dynamic role for a someone looking to apply their technical and customer service experience in the robotics industry.  Visa sponsorship is not provided.

Key responsibilities:  Serve as the first point of contact for the Customer Service team, by means of automated alerts, phone calls, email, and electronic chat sessions, responding quickly and competently.  Perform customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.  Provide efficient technical assistance and customer service support for incoming communications followed by remote troubleshooting through diagnostic techniques and pertinent questions.  Walk customers through equipment familiarization, basic usage, and problem resolution, and be able to escalate issues appropriately when on-site service is required.  Prioritize and manage several open issues at one time, documenting the process and technical knowledge in the ticketing system.

Qualifications and Experience:  Associates degree desired, High school Diploma and 2+ years of customer service experience.  Willingness and ability to troubleshoot, maintain, configure, and install both hardware and software.  Present self professionally, and have strong communication skills.  Linux knowledge and/or experience is preferred.  Candidates must be willing to work shifts (including mornings, evenings, and nights on both weekdays and weekends, including holidays).

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