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Location: Longmont, CO
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.
What you will accomplish
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 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
What you will bring
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 softwares
High school diploma or equivalent
The pay range for this position $17-$27 per an hour
Additional Details
The base pay range for this position is expected in the range below:
$40,000 - $78,000Base 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). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Remote roles are not eligible for U.S. visa sponsorship.
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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