Technical Support Specialist (24x7)

| Boston, MA, USA
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Responsibility

  • Handle 24/7 support phone

  • Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.

  • Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules

  • Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights

  • Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery

  • Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues

  • Serve as an instructor in AutoStore Academy trainings, sharing expertise and best practices with partners

  • Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook

  • Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department

  • Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution

  • Actively seek new knowledge

  • Apply analytical thinking to break down complex problems

  • Understand and can explain the key elements of AutoStore technology and business model

  • Make relevant knowledge accessible for others

  • Uphold a calm mindset when under pressure and in times of uncertainty

Skills

  • Proficient in mechanical/electrical aspect

  • Prioritize customer and partner satisfaction

  • Analytical with attention to detail

  • Deep understanding of AutoStore technology

  • Embrace continuous improvement

  • Excellent verbal and written communication

  • Thrive under pressure and meet deadlines

  • Proactive problem-solving approach

  • Willingness to travel as needed

HSE

  • Follow HSE standards at all times and keep up to date with revisions

Qualifications

  • Able to demonstrate best practice thinking and expertise

  • Ideally College or University Educated in a relevant field

  • Knowledge of Analytical Tools for KPI Tracking

  • Knowledge of Case Tracking Tools

AutoStore Offers

  • Competitive Compensation

  • Unlimited PTO!

  • Generous 6% 401K Match

  • Full Medical Benefits

Recruiting Agencies:

AutoStore does not accept agency resumes. Please do not forward resumes to our jobs alias or AutoStore employees. Please refrain from contacting AutoStore employees regarding candidates or services. AutoStore is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • dotnetLanguages
    • JavaLanguages
    • JavascriptLanguages
    • SassLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • F#Languages
    • ReactLibraries
    • ASP.NETFrameworks
    • CircleCIFrameworks
    • CypressFrameworks
    • DockerFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • AWS (Amazon Web Services)Services
    • Microsoft AzureServices
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • ShopifyCommerce
    • DocuSignCRM
    • HubSpotCRM
    • SalesforceCRM
    • Microsoft TeamsCollaboration
    • SlackCollaboration

Location

A quaint New England office, nestled in a small industrial park. The office contains a small AutoStore grid and room for engineers. It combines the family owned business comfort with the scale of a global company.

An Insider's view of AutoStore

What’s the vibe like in the office?

It is very informal and social, yet everyone are able to work in peace and quiet when they wish

Hege

Talent Acquisition Partner

What's the biggest problem your team is solving?

Developing learning materials that are accessible to a global audience, on a variety of technical and non-technical topics. Making sure that people of all cultures feel comfortable interacting with our content.

Heather

Training and Development Coordinator

What does career growth look like on your team?

In the short amount of time I've been with Autostore I've already felt like I've jumped onto a moving train. Even if the pace has been steady & it's been a slower climb I can see & feel things moving in all sorts of upward directions. We truly are pushing & learning daily. While we live in these moments its best we're consistent with our momentum

Nick

IT Support Technician

What are AutoStore Perks + Benefits

AutoStore Benefits Overview

Here at AutoStore we provide an array of benefits. Some of the benefits are healthcare, dental, 401K, time off, volunteer time, and parental leave. It is important to us that you have a happy and healthy lifestyle.

Culture
Volunteer in local community
We offer paid volunteer days for you to explore and help causes that matter to you and your community.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
We offer a remote, hybrid, and in office work schedule.
Diversity
Documented equal pay policy
Mean gender pay gap below 10%
Health Insurance + Wellness
Flexible Spending Account (FSA)
AutoStore offers employer contributions to HSA accounts. We use Optum and contribute $1,800 per year, distributed monthly
Disability insurance
We offer disability through Med life. AutoStore covers the premiums and is 60% of an employee's monthly salary up to a $2,500 max monthly payout.
Dental insurance
AutoStore offers dental through Guardian and covers 100% of premiums.
Vision insurance
AutoStore offers vision through VSP and covers 100% of the premiums
Health insurance
AutoStore Aetna plans Plan 1: AutoStore covers 100% of the premium depending on number of dependents Plan2: AutoStore covers 90% of premiums depending on number of dependents
Life insurance
AutoStore offers life insurance with AutoStore covering the initial premium. Payout and additional coverage dependents on additional employee contribution
Financial & Retirement
401(K)
AutoStore offers a generous 401K plan via Voya. As a start, we offer a 3% discretionary profit sharing contribution and we will match an additional 3%.
401(K) matching
We offer a 3% discretionally profit sharing contribution and then we match 100% of your first 3%.
Employee stock purchase plan
We offer a plan to purchase AutoStore stock on the Oslo stock exchange.
Performance bonus
Each April, AutoStore evaluates performance and gives raises based on performance. Certain roles are eligible for a bonus.
Child Care & Parental Leave
Generous parental leave
AutoStore wants to give parents the time to help their children. We offer 16 weeks of maternity and 3 weeks of paternity leave.
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
We have a flexible/ Unlimited PTO pol
Paid sick days
Office Perks
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Home-office stipend for remote employees
We offer a stipend for employees to make a comfortable home office and 80 Per month to cover internet bills
Professional Development
Job training & conferences
We have trainings for all staff in the UIS and in Norway!
Tuition reimbursement
We help pour staff pursue education goals to help them develop their career.

Additional Perks + Benefits

AutoStore wants its employees to be healthy and maintain a balance that works for them. As we grow and expand in the US, we will look to add other relevant benefits to meet our staff where they are.

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