Tier 1 Robot Support Specialist

About the Role:

The Tier 1 Robot Support Specialist is a part of Turf Tank's Operations department and will report to the Senior Director of Customer Experience. The Tier 1 Robot Support Specialist's primary function is to serve as the first contact for any operational or technical issues related to the Turf Tank robot and corresponding software. This position will offer troubleshooting services to Turf Tank’s customers via telephone, chat, email, and/or video link.

What You’ll Do

• Maintain a world class customer experience by responding to customer service requests for operational and technical support
• Provide robot users operational assistance while troubleshooting their issues
• Create and track support tickets to accurately record and reflect customer issues, including root cause analysis and next steps.
• Assist in the tracking of analytics relative to maintaining and improving customer experience
• Contribute to projects on an as-need basis, based on company needs and seasonal volume
• Identify needed resources and supplies for the Support Team

Must-have Skills

• Know of or be willing to gain familiarity with the sporting industry
• Be comfortable with technology and working in various software applications simultaneously
• Have a base understanding of software automation and mechatronics
• Comfortable with both Google and Microsoft suites
• Stay organized and pay attention to multiple tasks at once
• Be an engaged listener and communicate effectively
• Use sound judgment and critical thinking to make logical decisions
• Be an enthusiastic team player
• Adapt to rapidly changing environments
• Stay on-task and motivated when given autonomy

Qualifications:

• Experience working in mechatronics or a robotics-related environment
• 1-2 years of customer service experience

Requirements

• Work hours are across varying shifts from 7AM - 10PM EST
• Work in our Marietta, GA office 5 days per week
• Overnight travel is required up to 10% of the time
• Day travel is required up to 20% of the time
• Possess a valid driver's license
• Must pass a background/MVR and drug screen before the start date
• Maintain eligibility for Turf Tank's fleet insurance
• Physical requirements required of standard office environments

• (physical requirements or description; ex. physical requirements required of standard office environments; be able to sit for extended periods of time in a vehicle; lift up to 50 lbs; etc.)