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Technical Support Specialist

Company: Maidbot
Location: Austin
Posted on: January 15, 2022

Job Description:

About You

ABOUT MAIDBOT

This is an entry level customer and internal facing role to enrich the lives of our customers and Robot Deployment Specialists by providing technical support for issues seen in the field. It is not an engineering position and a background in robotics or engineering is not required. If you have ever been an outstanding customer service representative in a hands on, technology environment toggling between helping busy customers with their technical needs, you may be a great fit for the role.

Responsibilities

  • Work closely with external customers and Robot Deployment Specialists to solve hardware and software issues.
  • Respond to high volume internal messages and phone calls.
  • Collect data and troubleshooting in a variety of real-world situations, while simultaneously providing detailed and accurate feedback to our engineers.
  • Prioritize the customer experience, ensuring their expectations are always met or exceeded.
  • Create support tickets and assign to appropriate departments for action.
  • Receive feedback from customers and relay it to the Product Department for Engineering prioritization.
  • Create technical training content and documents.

    Qualifications
    • Able to read, write, and speak Spanish and English.
    • An Associates degree holder or possess equivalent experience.
    • Comfortable with software development and deployment cycles: you can report issues and can quickly learn to use new software.
    • An excellent written and verbal communicator; you convey information to internal and external stakeholders in an organized and easily parsable manner through emails, bug reports, and in-person meetings.
    • Customer-service oriented; you are friendly, skilled in the art of de-escalation, and an able juggler of customer demands and company needs.
    • Organized; you can juggle and make progress on multiple tasks simultaneously.
    • Self-sufficient and whip-smart; you get things done, learn what you don't know, and can make data-driven decisions independently, as circumstances require.
    • Able to lift up to 40 pounds; you are unfazed by the need to transport robot equipment on an occasional basis.
    • Flexible and willing to work different shift hours, including early mornings, nights, and weekends: you understand that our customers (i.e. hotels) are open 24/7, that our robots must be running smoothly all the time, and that your schedule may shift as customer needs change over time.
    • Willing to work during significant holidays: you understand that our customers (i.e. hotels) don't shut down during the holidays and neither can our robots.
    • Willing to be vendor credentialed; our customers have strict standards and employment will be dependent on obtaining vendor credentials, the process of which will include various immunizations, a background check, and a drug screen, among other steps.

      The ideal candidate would also be:
      • Responsive and responsible, especially when working remotely: you commit to deadlines, err on the side of over-communication, and understand the challenges of remote work.
      • Results-oriented; you're happy to observe and take notes on end users interacting with the robot all day if that's what it takes to get data for product analysis.
      • Vigilant about the details; you notice when a checklist item is left unchecked and it gnaws at you until it's done.
      • Passionate about service and technology coming together to help people.
      • A video game enthusiast; you will leverage your off-duty skills to become an expert at teleoperating the robot, when necessary.
      • A budding techy; you are the go-to among friends for fixing their technical problems.
      • Formerly employed in the hospitality or commercial cleaning space; you have an insider understanding of the vernacular, organizational structure, and operational processes of hospitals.
      • Passionate and clear-eyed when it comes to robots; you understand that there's a gap between technological reality and media-driven expectations and are excited about the opportunity to move the industry forward by whatever means necessary, even if it isn't glamorous.

        Benefits
        • Medical, Dental, Vision offered
        • Unlimited PTO
        • Paid Sick Leave
        • Paid Time Off to Vote
        • Flexible Work and Telecommute Arrangements
        • Dog Friendly

          WHAT NEXT?

          If you feel that you're a fit for this role, please apply online at

          Please note that only short-listed candidates will be contacted for an interview.

          Maidbot thrives on the uniqueness and diversity of its employee family. We are proud to be an equal-opportunity employer. Maidbot is an equal opportunity employer, and it is our policy that all applicants and employees are entitled to equal employment opportunity. Maidbot does not discriminate against any employee or applicant for employment, promotion, transfer or any other personnel decision because of race, color, religion, sex (including pregnancy, childbirth, and related medical conditions, sex stereotyping, transgender status, and gender identity), national origin (including limited English proficiency), age (as provided by the Age Discrimination in Employment Act), disability, or political affiliation or belief, disability or veteran status.

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Keywords: Maidbot, Austin , Technical Support Specialist, IT / Software / Systems , Austin, Texas

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