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This person will work in a Product Support / Help Desk environment and will have the ability, through hardware and software, to troubleshoot problems in an office environment while the robot (The TUG) is operating in the field (Hospitals / Medical Centers / Manufacturing Facilities / Hotels).

KEY RESPONSIBILITIES:

• Serve as the first point of contact for our Customer Service team, by means of automated alerts, phone calls, email, or electronic chat sessions, responding quickly and competently.

• Perform Customer identification and verification of problem through probing questions and effective listening skills, while using provided processes and/or systems.

• Provide quick technical assistance and customer service support for incoming communications, followed by remote troubleshooting through diagnostic techniques and pertinent questions

• Walk customers through equipment familiarization, basic usage, and problem resolution, and be able to escalate issues appropriately when onsite service is required.

• Expected to prioritize and manage several open issues at one time, documenting the process and technical knowledge in our ticketing system.

• Candidates must be willing to work shifts (including mornings, evenings, and nights on both weekdays and weekends …. including holidays).

MINIMUM JOB REQUIREMENTS:

• Candidate will need capacity to comply with the federally mandated requirements of U.S. Trade Control Laws.  
• Must have at least an Associate’s Degree in an IT related field.
• Must be willing and able to troubleshoot, maintain, configure, and install both hardware and software.
• Linux knowledge and /or experience is a plus
• Must present self well, in a professional image, and have strong communication skills.
• Opportunity to travel to onsite to provide field service for Aethon equipment

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.