Technical Support Operator - Robot (BB-63245)
Found in: Talent IN
Description:Job Description:Robot Pilots are the front line of Cognicepts operation and play an essential role inthe successful deployment of robotics: remotely resolving, analyzing, and reportingrobot errors.
Providing a quick resolution to the client robot system is the highestpriority.
These interventions ultimately lead to better performance and moresophisticated applications of robotic systems.
Robot Pilots use an error reportingmanagement system to document their interventions and findings into acentralized database which is then used by the client, other Cognicept Robot Pilots,and our engineers located worldwide.Key responsibilities :- Incident Management for robot issues within SLA.- Error handling and resolution.- Remote monitoring and robot operations.- Help robots find their way by remotely correcting their internal GPS location anddriving/controlling the robot through unpredictable situations usingCognicepts propriety intervention system (its like a video game).- Identify and report errors/failures/bugs, and suggest improvements toprocesses and technologies.- Manage inbound and outbound calls in a timely manner.- Follow communication scripts and standard operating procedures.- Identify customers needs, clarify information, research every issue andprovide solutions and/or alternatives.- Keep detailed records of all interventions in the Cognicept database.- Track personal/team qualitative and quantitative KPIs with your line manager.- Take part in training and other learning opportunities to expand knowledge ofCognicept and the position.Skills/Qualifications:- Experience with incident management, customer service and tech support preferred.- Solid oral and written communication skills.- Solid reading comprehension and listening skills.- A keen eye for detail.- Ability to work both independently and as part of a team.- Excellent time to task management.- Owns a laptop that runs Google Chrome and has a headset.
(BYOD culture)- Owns a functional smartphone with a data plan and an Indian phone number.- Able to work in 24/7 shift with 6 days of working.
Skills:- Technical support, Customer Support and Customer Service
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