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Technical Support Specialist English

Avidbots

Avidbots

IT, Customer Service
Cali, Valle del Cauca, Colombia
Posted on Saturday, July 1, 2023

Avidbots bring robots to everyday life to expand human potential. Our ground-breaking product, the Neo autonomous floor scrubbing robot, is deployed around the world and trusted by leading facilities and building service companies. Headquartered in Kitchener, ON, Canada, Avidbots is a 100% vertically integrated technology company offering comprehensive service and support to customers on five continents.

About the Role:

We are looking for a Technical Support Specialist, enthusiastic and customer-centric to help support our robots, customers, and technicians in the field; able to interact with people and excel in a fast-moving & dynamic environment, highly skilled at uncovering customers’ needs and following through with effective solutions. The Customer Support Specialist is critical to our customer’s success by providing excellent customer service and helping resolve technical issues quickly and professionally. This role reports to the Team Lead - Technical Support. Those who live in Cali, Palmira, Yumbo or Jamundí must be able to go to the office if it is required.


Key skills, experience, responsibilities, and requirements:

  • Fluent in English and French and has had experience in predominantly English-speaking and French-speaking work environments.
  • Previous phone support and email experience and assisting English and French speaker customers, with excellent tone and customer-facing language skills.
  • 1-3 years of experience in customer service.
  • Driven individual, passionate about learning Ability to work in occasionally flexible shifts and adapt to change work schedules based on business and customer needs.
  • Have strong people skills, be approachable, be a good listener, and be empathetic, with great attention to detail.
  • Adaptability to follow always evolving procedures with great attention to detail.
  • Mostly remote work, available to go to the site for training and short periods. (Only Remote outside Cali city)
  • Work with internal teams to help resolve more complex challenges and escalate technical issues accordingly.
  • Coordinate technical visits and Part shipments with customers.

Nice to have:

  • Knowledge of electronics, programming, technology, and robotics.
  • Technical or Engineering background with experience in troubleshooting.
  • Experienced in Salesforce, JIRA, and Linux terminal.