Sr. Technical Support Specialist Hybrid, English Advance

We are currently designing the next-generation cleaning robots that will take over the cleaning industry!
We are looking for an enthusiastic tech-savvy Technical Support Specialist to help support our robots, both remotely and in the field at premier facilities, such as airports, universities, and shopping malls. Our ideal candidate loves to solve electrical and mechanical issues and understand how different pieces of our robots are put together. You are technically competent and will actively service and support our robots in the field for both new and existing customers. You thrive in a fast-moving & dynamic environment and enjoy working independently while being part of a larger support team. The Sr. Technical Support Specialist will be critical to our customer success and will have a tremendous impact on the future growth of Avidbots. This role reports to the Technical Support Supervisor.

Main Tasks:

Build positive relationships with customers and communicate through email, messaging, and phone conversations
Provide amazing customer support
Diagnose issues or technical problems that can include electrical, mechanical, and software-related repairs
Understand customer questions or concerns and make appropriate recommendations
Diagnose and resolve electrical, mechanical, and software problems across various systems.
Deliver exceptional support via email, phone, and messaging, ensuring customer satisfaction.
Mentor junior agents, develop training programs, and guide best practices.
Escalate and resolve complex issues using in-depth technical knowledge (SSH keys, networking).
Track and analyze metrics to identify areas for improvement and streamline team performance.

Requirements:
Diploma, degree, or 3-5 years of experience in an associated field such as electronics or robotics
Ability to troubleshoot, test, repair, and service technical equipment
Exceptional technical dexterity and high attention to detail
Comfortable and experienced working with DC circuits
Comfortable and experienced at fault-finding by reading schematics and wiring diagrams
Ability to work rotative shifts occasionally and to adapt to changing work schedules
Driven individual, passionate about robotics, self-starter, and works well as part of a small support team

Bonus:
Experience working with electronics or electro-mechanical devices
Experience servicing floor cleaning equipment
Experience working with Salesforce
Hobbies that involve using tools
Programming and troubleshooting experience
French is a bonus