Senior Technical Support Specialist
We are seeking a dedicated and proactive Senior Technical Support Specialist to join our team in Pittsburgh. The ideal candidate will have a strong aptitude for customer interaction, excellent problem-solving skills, and a commitment to ensuring customer satisfaction.
Key Responsibilities:
Lead the response, resolution, and support of complex external and internal customer issues, including serving as an escalation point for high-priority cases. Investigate, analyze, and solve advanced technical or operational issues, requiring deep expertise in Agility’s products and services.
Provide outstanding customer support via phone, email, and other communication channels, while setting best practices and guiding team members on customer engagement standards.
Manage and lead efforts to assist customers with troubleshooting complex technical issues related to our robotics products and services.
Work closely with engineering and technical teams to drive timely resolution of complex customer inquiries, ensuring alignment on root cause and long-term fixes.
Document and track customer interactions and issue resolutions using our ticketing system.
Collaborate with cross-functional teams to identify recurring issues and implement long-term solutions.
Follow up with customers to ensure that their issues have been fully resolved and that they are satisfied with the outcome.
Proactively identify opportunities to improve our products and services based on customer feedback.
Qualifications:
Bachelor's degree or equivalent experience required.
Strong interpersonal and communication skills, with the ability to effectively interact with customers of all technical backgrounds.
Excellent problem-solving abilities and a proactive approach to issue resolution.
Exceptional attention to detail and organizational skills.
Ability to work independently and prioritize tasks in a fast-paced environment.
Previous experience in customer support or a related field is a plus, but not required.
Passion for robotics and technology is highly desirable
This is an onsite position at our Salem office.
The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to: job-related knowledge, skills, and experience. Agility Robotics is a multi-state employer and this salary range may not reflect positions who work in other locations. These ranges may be modified in the future.
Anticipated Base Salary Range
$88,000—$114,000 USD