The Technical Support Specialist plays a vital role in maintaining AutoStore's reputation for excellence by providing world-class support to our global client portfolio. As part of our dynamic technical support team, you will serve as a crucial link between our innovative technology solutions and our valued partners and customers. This position combines technical expertise with customer service excellence to deliver responsive, solution-oriented support across all time zones.
Key Responsibilities
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Develop deep technical expertise in AutoStore's technology solutions. Use this knowledge to understand, break down and solve complex issues.
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Work on a variety of different case types including incidents, warranties, spare parts, robot repair and delivery quality.
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Work to foster trusted relationships with partners and key stakeholders through rapid communication, timely updates on open cases, and communicating in a way that empowers our partners and customers.
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Attend and actively participate in weekly meetings to stay updated and contribute insights
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Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
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Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
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Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook
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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
Schedule and Shifts
This position operates on a rotating shift schedule to provide comprehensive support coverage:
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First Shift: 8:00 AM - 5:00 PM
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Second Shift: 3:00 PM - 12:00 AM
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Third Shift: 12:00 AM - 9:00 AM
As part of our commitment to global customer support, team members rotate through these shifts, including regular weekend coverage. Shift assignments typically rotate on a scheduled basis, allowing for proper work-life planning. This rotation ensures our ability to provide consistent, high-quality support across different time zones.
Qualifications
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1+ year of experience providing technical support to physical products in a deadline driven environment with customer contact
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Hands-on experience working with mechanical or electrical systems
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Must have strong attention to detail, a desire to learn our solutions at a deep level, and excellent communication skills
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Willingness to work a rotational shift with regular weekend shifts
AutoStore does not accept agency resumes or assistance for this role. Please do not forward resumes to our job's alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes. This policy should be respected.
What We Do
Welcome to AutoStore, where we make space and storage simpler! AutoStore™, founded in 1996, is a warehouse robot technology company that invented and continues to pioneer cube storage automation, the densest order-fulfillment solution in existence. Our focus is to marry software and hardware with human abilities to create the future of warehousing. The company is global, with over 950+ systems in 45 countries in a wide range of industries. All sales are distributed, designed, installed, and serviced by a network of qualified system integrators we call "partners". Figuring other industries could benefit from this new cube storage automation concept, Arrow Electronics acquired Hatteland Electronic in 2000. The funding enabled Hatteland Group to invest in AutoStore, and from that moment the commercialization period started. The mature and robust product called AutoStore was to become the backbone of the Hatteland Group and it was ready to conquer the world. In 2021, investment powerhouse SoftBank became an AutoStore shareholder following prior acquisitions by Thomas H. Lee Partners, L.P. and EQT Private Equity. Today, with more than 950 systems and 40,000 robots across 45 countries, AutoStore is poised to continue its aggressive global expansion.
Why Work With Us
AutoStore is positive, strong, and humble community. We started amongst neighbors in a small town in Norway. We believe to treat our neighbors with respect and care. We drive and cherish this community feeling, even as we grow beyond our original borders. Here we provide opportunity, growth, and flexibility to live our best lives!
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