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Career Center

Technical Support Specialist - Tier 2

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Vecna Robotics

Posted on 07/14/2020

Location

Waltham, MA

Description

As a Tier 2 Technical Support Specialist, this is the first escalation point within the Network Operations Center Organization.  Technical issues that cannot be resolved by Tier 1 support staff escalate these issues to a Tier 2 Technical Support Specialist.  This Tier 2 Specialist is capable of troubleshooting, resolving, and documenting most issues. This position works closely with the Customer Success Tier 3 Engineering team.  

Major Duties & Responsibilities

  • First escalation point for issues that Tier 1 support could not resolve.
  • Create tickets and provide detailed observations and updates on reported issues. 
  • Engage in evaluating the remote assist tools and determine areas of improvement. 
  • Provide product training to Tier 1 Robotics Technical Support Specialists and act as a mentor to NOC members. 
  • Responsible for resolving issues and understanding when to escalate technical issues to Tier 3 Support Engineers. 
  • Review customer tickets and follow up with cross functional team members to achieve resolution.
  • Act as a back–up for Tier 1 Robotics Technical Support Specialists. 
  • Monitor robots to assist with robot navigation utilizing remote control tools when required.
  • Ensure customer issues receive immediate response and fall within established timeframes.
  • Provide a daily status report on robot operations.
  • Up to 20% travel may be required.

Minimum Education & Experience

  • The ideal candidate will have a minimum of an associate degree in Information Technology, Computer Science or Software Engineering.
  • A minimum of 2 years of experience in providing call center technical support.
  • Ability to demonstrate strong analytical and problem-solving skills. 
  • Demonstrated experience with ROS (Robot Operating System) or a strong desire to learn.
  • Excellent written, verbal and communications, as well as strong listening skills. 
  • Previous experience in externally facing customer service skills. 
  • Experienced in managing multiple priorities and knowing when to escalate as necessary. 
  • Strong understanding for urgency to ensure customers are kept informed when issues arise.
  • Exhibit strong reasoning abilities by clearly defining problems, analyzing data, establish facts, and drawing valid conclusions to effectively resolve problems.
  • Act as a senior staff team member that best represent Vecna Robotics to provide exceptional customer service.
  • Must have basic knowledge various Microsoft Windows Operating systems, MS SQL database, LAN/WAN Networking, and IT Network Operations experience. 
  • Ability to follow technical instructions to troubleshoot complex issues and determine root cause. 

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