Robotics Support Analyst I

TCGplayer•Longmont, CO

65d

About The Position

At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts. Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet. Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all. Who We Are TCGplayer, now a part of eBay, connects a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible card game and collectible hobbyist space. We pride ourselves on a culture of inclusion that fosters camaraderie, embraces diversity, and exudes passion. We are one of New York State’s 50 best employers and Fortune.com’s top 100 companies for women in the U.S! Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca’s current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours! Who You Are The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.

Requirements

High school diploma or equivalent experience; college or vocational training preferred
Prior customer service experience, ideally with hardware, machinery, electronics, or robotics
Familiarity with remote support of robotics or complex machinery
Knowledge of ZenDesk (or similar support software), Linux command line, SQLite3, Python, Jira, Confluence, and Git is a plus
Patience and professionalism when working with customers of varying technical skills
Strong critical thinking skills and understanding of system interactions
Good mechanical skills and basic knowledge of electronics, including reading wiring diagrams/schematics
Excellent written and verbal communication skills
Ability to work in a fast-paced environment, with strong organization and multitasking abilities
Ability to work in both office and warehouse settings, including sitting or standing for long periods
Comfortable lifting up to 50 lbs. and using tools and small parts
Willingness to travel occasionally and participate in daily videoconferencing

Responsibilities

Answer customer questions and solve issues with one or more customers via ZenDesk, chat, email, phone, and video call. A small number of cases require travel to customer sites for in-person resolution. (1-2 per year)
Investigate and troubleshoot issues related to robotics hardware, wiring, and software using Python, SQL, and Linux
Complete Customer Support Tickets using Zendesk
Develop documentation and instructions for use and common repairs
Provide Maintenance Mentorship to customers through phone, video, and Slack communications
Remote Machine Calibration Adjustments
Pack and ship spare parts
Message new functionality to customers along with relevant instructions/training
Track common failures and reliability issues
Test new and existing software functionality
Conduct customer setups and training video calls

Benefits

The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave).

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