Technical Support Specialist

Avidbots Corp.; Sur; Sur place; COP 27 900 000 - 46 872 000; Plein temps

Résumé du poste

Avidbots Corp. in Colombia is seeking a customer-centric Technical Support Specialist to assist customers, robots, and technicians in the field. You will diagnose issues, provide fast, professional solutions, and contribute to first-class service. This role reports to the Team Lead - Technical Support.

You will build relationships, communicate clearly, and participate in on-call rotations, helping ensure customer success while maintaining high service standards.

Qualifications

• Diploma/degree or 2-5 years in electronics, robotics, hospitality or customer service.
• Comfortable fault-finding by reading schematics and manuals.
• Flexibility to adapt shifts based on business and customer needs.
• Strong people skills, approachable, good listener, empathetic.
• Fluent in English in predominantly English-speaking environments.

Responsabilités

• Build positive relationships with customers via email, messaging, and phone.
• Provide excellent service to internal and external customers.
• Diagnose issues related to the robot and associated systems.
• Take ownership and resolve complaints quickly; escalate as needed.
• Be part of on-call tech support rotation as necessary.
• Collaborate with internal teams to resolve complex challenges.
• Keep customers informed throughout the process.

Connaissances

Fault-finding

Customer service

English fluency

People skills

Flexible shifts

Formation

Diploma/degree in electronics, robotics, hospitality or customer service

2-5 years experience in related field

Outils

Linux

Jira

Salesforce

Description du poste

We are an Avidbots Corp branch located in Colombia, dedicated to offer customer care support of Avidbots sold products around the world. Our services includes, specialized technical support, live robots assistance, 24/7 remote monitoring, development and maintenance of cleaning plans "patterns" for scrubber robotic machines. Our goal is to keep providing the support on this fields and daily include more fields to work on as the company grows and our team get more skills. We work hard to keep our employees happy and under the best conditions we can provide, aiming to make a great community to work in and where everyone is glad to share it's time.

About the Role :

We are looking for an enthusiastic, customer centric Technical Support Specialist to help support our robots, customers and technicians in the field. You enjoy interacting with people and excel in a fast moving & dynamic environment. You are highly skilled at uncovering customers’ needs, and following through with effective solutions. The Technical Support Specialist is critical to our customers’ success by providing them with excellent customer service and helping resolve technical issues quickly and professionally. This role reports to the Team Lead - Technical Support.

How you will make a difference:

• Build positive relationships with customers and communicate through email, messaging, and phone conversations
• Provide excellent customer service to all internal and external customers
• Diagnose issues or technical problems related to all aspects of the robot and it’s associated systems
• Take ownership and resolve customer complaints quickly and creatively; escalatre as necessary following internal guidelines
• Be part of the on-call tech support rotation as necessary
• Work with internal teams to help resolve more complex challenges
• Keep track of and resolve challenges in a timely manner, keeping the customer informed throughout the process.

Key skills and experience:

• Diploma, degree, or 2-5 years of experience in associated field such as electronics, robotics, or hospitality and customer service
• Comfortable and experienced at fault-finding by reading schematics, wiring diagrams and instructional manuals
• Ability to work flexible shifts occasionally and to adapt to changing work schedules based on business and customers’ needs
• Have strong people skills, be approachable, a good listener, and empathetic
• Fluent in English, has had experience in predominantly English-speaking work environments.
• Driven individual, passionate about robotics, self-starter, and works well as part of a small support team.

Nice to Have:

• Experience working with electronics or electro-mechanical devices Experience servicing floor cleaning equipment Hold a valid and up-to-date driver’s license and passport Experience working with Linux, Jira, Salesforce Programming and troubleshooting experience Multilingual.