ROBOT Pilot - Customer Service

Keywords Studios; Ciudad de México; A distancia; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City is seeking a Robot Master to operate remote tools for autonomous vehicles. You will ensure smooth operations at customer sites by monitoring and assisting robots, coordinating with team members, and documenting daily statuses. Candidates should demonstrate strong multitasking and problem-solving skills, with a proactive mindset. Experience in warehouse operations and proficiency in English are desirable. This role offers a salary of $14,000 gross, plus benefits.

Servicios

Medical expenses insurance after 45 days

Saving funds

Grocery tickets ($1,200)

2 days off

Formación

• Possession of a valid driving license is a plus.
• Experience working in a warehouse is a plus.
• Experience with simulation and 2D racing games is an asset.

Responsabilidades

• Utilize remote control tools for robot navigation.
• Ensure continuous support at designated sites.
• Document robot operations and report daily status.
• Create tickets for issues and escalate when necessary.
• Identify opportunities to improve operations.

Conocimientos

Strong multitasking skills

High level of autonomy

Proactive prioritization

Critical thinking

Excellent attention to detail

Good time management skills

Collaboration and teamwork

Root cause analysis

Adaptability to new technologies

Strong spatial orientation

Technical instructions following

Flexibility and adaptability

Eager to learn

Proficiency in English

Descripción del empleo

Overview

Due to COVID-19, we are currently offering temporary remote positions and you must be available to come to the office when the project requires it.

POSITION SUMMARY:

As a Robot Master, you will work with cutting-edge technology to support autonomous vehicles (robots) in their day-to-day operations at customer sites (warehouses). Your main responsibility will be to operate a remote tool, ensuring the continuous operation of the robots. Using surrounding cameras and remote tool indicators, you will make decisions about whether the robot can safely move forward or if any actions are necessary to help it complete assigned missions.

Responsibilities

• Utilize remote control tools to constantly monitor and assist with robot navigation at designated sites, which operate 24/7 with varying hours.
• Ensure continuous support to designated sites, proactively identifying and addressing issues to avoid disruptions to production.
• Coordinate with colleagues to ensure there is always coverage at each site.
• Document accurate details of robot operations and report daily status during Daily Shift call.
• Create tickets for any issues encountered and escalate to Tier 2 support team member, if necessary.
• Identify critical issues and escalate to direct manager/next level as required.
• Identify opportunities to streamline customer/robot operations and make recommendations.
• Provide exceptional customer support experience to customers.
• Take initiative in assisting internal teams with project-related requests.
• Help train new agents by shadowing and providing guidance.
• Manage time effectively and responsibly, prioritizing tasks based on urgency and importance.
• Follow established escalation processes to ensure timely resolution of issues.
• Meet or exceed departmental adherence goals by regularly completing assigned tasks in a timely and accurate manner.

Qualifications and desired skills

• Strong multitasking skills.
• High level of autonomy.
• Proactive and able to prioritize effectively.
• Strong critical thinking and problem-solving abilities.
• Excellent attention to detail.
• Good time management skills.
• Demonstrates accountability and reliability.
• Strong collaboration and teamwork skills.
• Dedication to conducting root cause analyses to improve team efficiency.
• Ability to learn and adapt to new technologies, including sophisticated software tools.
• Easily adapts to a constantly evolving environment.
• Strong spatial orientation skills, including the ability to identify the position or direction of objects or points in space.
• Ability to follow technical instructions to resolve complex issues.
• Flexible and adaptable.
• Curious and eager to learn.
• Good proficiency in the English language.
• Possession of a valid driving license and experience working in a warehouse is a plus.
• Experience with simulation and 2D racing games would be additional assets.

Note to applicants

Before completing and submitting this application, read the job description or fact sheet carefully to ensure that you meet the minimum qualifications for the job and fully understand the job and its responsibilities. Please consider how you qualify for the posted position, how the job fits your career plans, why you might want the job and how you expect to perform it.

For any agent to be eligible for a promotion, you must maintain an acceptable level of performance in all currently measured areas, including attendance and punctuality; earn satisfactory performance appraisals; and meet the minimum qualifications for the posted position. For a General and Administrative employee (any non-agent position) to be eligible for a promotion, you must complete at least 12 months of continuous service on an individual project, as well as the other requirements stated above.

Privacy and terms

PRIVACY POLICY: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice

Salary: $14000 gross (before taxes)

Law Benefits

2 days off

After 45 days:

Medical expenses insurance.

Saving funds.

Grocery tickets ($1,200)

Role Information: EN

Studio: Keywords Studios

Location: Americas, Mexico

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote