Customer Support Specialist

Locus Robotics is a leader in the rapidly growing eCommerce order fulfillment optimization space. Our solution helps warehouse owners attain 2-3X efficiency improvement over cart-picking operations, by empowering pickers to work collaboratively with our robots. All this is accomplished while integrating with the operator’s Warehouse Management System, utilizing and optimizing existing facility infrastructure. 

This is an opportunity to join the ranks of a brilliant, high performance team, deploying cutting-edge technology to address real-world logistics challenges for major global brands.

Locus Robotics is seeking a Customer Support Specialist to join our Tier 1 support team in providing support and resolution on tickets from our customer's request and customer site end-users. This role provides training and a strong foundation to build a career path with a growing team dedicated to the support and success of our customers. The successful candidate for this role will have a passion for helping internal and external customers with providing technical support to non-technical people in a professional environment.

Responsibilities:

• Navigate and solve customer tickets relating to tier 1 and 2 technical issues.
• Relay root-cause analysis on issues that arise on customer accounts.
• Triage with internal Locus teams and resolve technical support issues relating to all aspects of our products in e-mail and phone consultations.
• Work with engineering staff on difficult to resolve technical issues.
• Create and maintain knowledge based articles on new issues that arise.
• Actively and continuously update technical skills.
• Work shift is Tuesday through Saturday, 12:00 PM - 8:30 PM.

• Experience in Help Desk, Technical Support or Customer Support role.
• Remote support, full training, set schedule.
• Perform multiple tasks concurrently and respond to emergency situations effectively.
• Ability to effectively communicate technical/complex information both verbally and in writing.
• Ability to troubleshoot and gather information on technical issues and escalate to appropriate internal teams following defined processes
• Strong written and verbal customer service communication skills
• Experience managing Windows environments, other systems
• AS or BS in Robotics, IT, CS, EE a plus, early career welcomed

Locus Robotics is an Equal Opportunity Employer.

CS-SUP-0050

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