AGILOX
CUSTOMER SERVICE TECHNICAL SUPPORT SPECIALIST ROLE
Welcome to AGILOX North America Inc, a hub for technology lovers and creative minds! Our commitment to innovation is in every facet of our company. We proudly combine our globally patented software, the groundbreaking "X-SWARM Technology," with the advanced mechanical systems of our Autonomous Mobile Robots (AMRs).
Currently, we are looking for a
Customer Service Technical Support Specialist -an exciting role for anyone passionate about cutting-edge technology in AMRs. If this piques your interest, we invite you to join our AMAZING TEAM and help shape the future of robotics! ROLE TITLE:
Customer Service Technical Support Specialist ABOUT THIS ROLE: The Customer Service Technical Support Specialist plays a crucial role in helping customers resolve technical issues, offering product advice, and maintaining high levels of customer satisfaction. This position demands strong communication abilities, a solid understanding of technical concepts, and the capacity to address problems effectively. REPORTS TO:
Customer Service Manager Candidates must reside in Metro Atlanta area to be considered KEY RESPONSABILITIES: Address customer inquiries through phone, email, chat, or ticketing platforms. Identify and resolve hardware, software, or product-related issues. Provide clear, step-by-step guidance to users in a non-technical way. Refer complex issues to advanced technical support or engineering teams as needed. Record all interactions and solutions in the CRM or ticketing system. Customer Service Technician Specialist also provide assistance and training for end-user support questions specific to AGILOX Applications Share insights with product or engineering teams regarding frequent customer concerns. Inform customers about product features, updates, and best practices. Uphold professionalism and empathy in all customer interactions. Conduct follow-ups to confirm customer satisfaction with issue resolution. Follow up with customers to ensure issues are resolved to their satisfaction. EDUCATION & EXPERIENCE: 2+ years of experience in Customer Service Technical role. (Preferred) Associate's or bachelor's degree in IT, Computer Science, or related field. Solid understanding of operating systems (Windows, macOS, Linux) Basic to advanced understanding of operating systems (Windows, macOS, Linux) Familiarity with hardware (printers, routers, desktops, laptops, etc.) Proficiency in troubleshooting software and network issues Experience with help desk software (e.g., Zendesk, Freshdesk, ServiceNow) Knowledge of remote access tools (e.g., TeamViewer, Any Desk) Basic understanding of networking (IP, DNS, VPN, firewalls) CERTIFICATIONS:(Optional) CompTIA A+ HDI Customer Service Representative ITIL Foundation Microsoft Certified: Modern Desktop Administrator Associate Cisco Certified Support Technician (CCST) PROFESSIONAL QUALITIES Time management and multitasking ability Team player with a positive attitude Self-motivated and able to work independently Willingness to learn and adapt to new technologies Ability to stay calm under pressure BENEFITS: Opportunity for growth and career advancement Collaborative and supportive team environment Exposure to a wide range of sales and marketing activities Medical-No waiting period (sponsored 100% for employees, 80% for dependents). Health Bonus: Choice between HSA contribution total of 3k annually, or 3k Health bonus paid semi-annually, as accrued (January/July). Dental-No waiting period Vision-No waiting period SIMPLE IRA plan (AGILOX North America matches up to 3%). Life insurance Long- and short-term disability 16 days of PTO 7 paid Holidays
Customer Service Technical Support Specialist -an exciting role for anyone passionate about cutting-edge technology in AMRs. If this piques your interest, we invite you to join our AMAZING TEAM and help shape the future of robotics! ROLE TITLE:
Customer Service Technical Support Specialist ABOUT THIS ROLE: The Customer Service Technical Support Specialist plays a crucial role in helping customers resolve technical issues, offering product advice, and maintaining high levels of customer satisfaction. This position demands strong communication abilities, a solid understanding of technical concepts, and the capacity to address problems effectively. REPORTS TO:
Customer Service Manager Candidates must reside in Metro Atlanta area to be considered KEY RESPONSABILITIES: Address customer inquiries through phone, email, chat, or ticketing platforms. Identify and resolve hardware, software, or product-related issues. Provide clear, step-by-step guidance to users in a non-technical way. Refer complex issues to advanced technical support or engineering teams as needed. Record all interactions and solutions in the CRM or ticketing system. Customer Service Technician Specialist also provide assistance and training for end-user support questions specific to AGILOX Applications Share insights with product or engineering teams regarding frequent customer concerns. Inform customers about product features, updates, and best practices. Uphold professionalism and empathy in all customer interactions. Conduct follow-ups to confirm customer satisfaction with issue resolution. Follow up with customers to ensure issues are resolved to their satisfaction. EDUCATION & EXPERIENCE: 2+ years of experience in Customer Service Technical role. (Preferred) Associate's or bachelor's degree in IT, Computer Science, or related field. Solid understanding of operating systems (Windows, macOS, Linux) Basic to advanced understanding of operating systems (Windows, macOS, Linux) Familiarity with hardware (printers, routers, desktops, laptops, etc.) Proficiency in troubleshooting software and network issues Experience with help desk software (e.g., Zendesk, Freshdesk, ServiceNow) Knowledge of remote access tools (e.g., TeamViewer, Any Desk) Basic understanding of networking (IP, DNS, VPN, firewalls) CERTIFICATIONS:(Optional) CompTIA A+ HDI Customer Service Representative ITIL Foundation Microsoft Certified: Modern Desktop Administrator Associate Cisco Certified Support Technician (CCST) PROFESSIONAL QUALITIES Time management and multitasking ability Team player with a positive attitude Self-motivated and able to work independently Willingness to learn and adapt to new technologies Ability to stay calm under pressure BENEFITS: Opportunity for growth and career advancement Collaborative and supportive team environment Exposure to a wide range of sales and marketing activities Medical-No waiting period (sponsored 100% for employees, 80% for dependents). Health Bonus: Choice between HSA contribution total of 3k annually, or 3k Health bonus paid semi-annually, as accrued (January/July). Dental-No waiting period Vision-No waiting period SIMPLE IRA plan (AGILOX North America matches up to 3%). Life insurance Long- and short-term disability 16 days of PTO 7 paid Holidays