Robotics Support Analyst I page is loaded
Robotics Support Analyst I
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remote type
Hybrid
locations
Longmont
time type
Full time
posted on
Posted 4 Days Ago
job requisition id
R0062469
Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca's current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours.
The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.
Essential Functions
Answer customer questions and troubleshoot issues with one or more customers via ZenDesk, chat, email, phone, and video call. A small number of cases require travel to customer sites for in-person resolution. (1-2 per year)
Investigate and troubleshoot issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
Complete Customer Support Tickets using Zendesk
Develop documentation and instructions for use and common repairs
Provide Maintenance Mentorship to customers through phone, video, and Slack communications
Remote Machine Calibration Adjustments
Pack and ship spare parts
Message new functionality to customers along with relevant
instructions/training
Secondary Functions
Track common failures and reliability issues
Test new and existing software functionality
Conduct customer setups and training video calls.
Competency (Knowledge, Skills and Abilities)
Be patient and professional with customers of varying technical abilities
Critical Thinking around interrelated system interactions
Good mechanical proficiency
Basic knowledge of electronics and ability to read wiring diagrams/schematics
Strong written and verbal communication skills
Ability to work in a fast-paced and unpredictable environment
Strong organizational skills and the ability to multitask
Required Qualifications
Education: High school diploma or equivalent
Prior customer service experience
Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
Preferred Qualifications
Education: College or vocational training
Prior remote support of robotics or complicated machines
ZenDesk or similar Customer Support Tracking
Basic Linux knowledge including usage of the command line
Familiarity with SQLite3, Python
Familiarity with Atlassian products such as Jira and Confluence
Familiarity with git and/or related code repository softwares
Compensation
The pay range for this position at commencement of employment in Colorado is expected to be in the range below:
$16.00 - $31.00 per an hour
Benefits are an essential part of your total compensation for the work you do every day. Whether you're single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.
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