Tier 1 Robot Support Specialist

Turf Tank • Marietta, GA

3d • Onsite

About The Position

The Tier 1 Robot Support Specialist is part of Turf Tank's Operations department and reports to the Senior Director of Customer Experience. The role serves as the first point of contact for operational or technical issues related to the Turf Tank robot and its corresponding software. The specialist provides troubleshooting assistance to customers by telephone, chat, email, and/or video link.

The role works from Turf Tank's Marietta, Georgia office five days per week, with shifts varying between 7:00 AM and 10:00 PM EST. Overnight travel of up to 10% and day travel of up to 20% are required. Candidates must have a valid driver's license, pass a background/MVR check and drug screen before starting, and maintain eligibility for Turf Tank's fleet insurance. The position has physical requirements typical of a standard office environment.

Requirements

• Experience working in mechatronics or a robotics-related environment.
• One to two years of customer service experience.
• Know about, or be willing to gain familiarity with, the sporting industry.
• Be comfortable with technology and working in multiple software applications simultaneously.
• Have a basic understanding of software automation and/or mechatronics.
• Be comfortable using Google and Microsoft suites.
• Stay organized and manage multiple tasks at once.
• Listen attentively and communicate effectively.
• Use sound judgment and critical thinking to make logical decisions.
• Be an enthusiastic team player.
• Adapt to rapidly changing environments.
• Remain on task and motivated when working autonomously.
• Work varying shifts between 7:00 AM and 10:00 PM EST.
• Work in the Marietta, Georgia office five days per week.
• Travel overnight up to 10% of the time and during the day up to 20% of the time.
• Possess a valid driver's license.
• Pass a background/MVR check and drug screen before the start date.
• Maintain eligibility for Turf Tank's fleet insurance.
• Meet the physical requirements of a standard office environment.

Responsibilities

• Respond to customer service requests for operational and technical support while maintaining a world-class customer experience.
• Provide robot users with operational assistance while troubleshooting issues.
• Create and track support tickets, accurately recording customer issues, root cause analysis, and next steps.
• Assist in tracking analytics related to maintaining and improving the customer experience.
• Contribute to projects as needed based on company needs and seasonal volume.
• Identify needed resources and supplies for the Support Team.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed