Technical Support Technician providing assistance and solutions for global customers at Fischer Panda. Combining office tasks with customer interactions, ensuring technical support and problem resolution.
About the role
- Technical Support Specialist providing customer care and technical support for Avidbots products. Continuous interaction with clients and resolution of technical issues in a hybrid work environment.
Responsibilities
- Build positive relationships with customers and communicate through email, messaging, and phone conversations
- Provide excellent customer service to all internal and external customers
- Diagnose issues or technical problems related to all aspects of the robot and it’s associated systems
- Take ownership and resolve customer complaints quickly and creatively; escalate as necessary following internal guidelines
- Be part of the on-call tech support rotation as necessary
- Work with internal teams to help resolve more complex challenges
- Keep track of and resolve challenges in a timely manner, keeping the customer informed throughout the process.
Requirements
- Diploma, degree, or 2-5 years of experience in associated field such as electronics, robotics or hospitality and customer service
- Comfortable and experienced at fault-finding by reading schematics, wiring diagrams and instructional manuals
- Ability to work flexible shifts occasionally and to adapt to changing work schedules based on business and customers’ needs
- Have strong people skills, be approachable, a good listener, and empathetic
- Driven individual, passionate about robotics, self-starter and works well as part of a small support team.
- Nice to Have: Experience working with electronics or electro-mechanical devices
- Experience servicing floor cleaning equipment
- Hold a valid and up-to-date driver’s license and passport
- Willingness and ability to travel occasionally, within Canada and Internationally
- Experience working with Linux, Jira, Salesforce
- Programming and troubleshooting experience
- Multilingual.
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