Robotics Support Analyst I
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About The Team And The Role
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.
Responsibilities
- Deliver excellent customer service to customers by answering inquiries, troubleshooting issues while using tools such as ZenDesk, chat, email, phone, and video calls. This includes a small number of cases requiring travel to customer sites for in-person resolution.
- Discover, investigate and resolve issues related to robotics hardware, wiring, and software using Python, SQL, and Linux.
- Develop documentation and instructions for use and common repairs.
- Provide maintenance mentorship to customers through phone, video, and Slack communications.
Requirements
- Prior customer service experience.
- Personal or professional experience working with hardware, machinery, equipment, electronics, or robotics.
- Prior remote support of robotics or complicated machines.
- ZenDesk or similar Customer Support Tracking.
- Basic Linux knowledge including usage of command lines.
- Familiarity with SQLite3, Python and Atlassian products such as Jira and Confluence.
- Familiarity with git and/or related code repository software.
- High school diploma or equivalent.
Pay
The pay range for this position is $17-$27 per hour. The base pay range for this position is $40,000 - $78,000. Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience.
The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave).
Location: Longmont, CO