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Energy Robotics · 2 months ago

Customer Support Analyst (m/f/d)

USA, Houston, Texas

Full-time

Hybrid

Mid Level

Energy Robotics is a pioneering company in the robotics industry, seeking a Customer Support Analyst to join their team. The role involves providing critical technical support during evening shifts, ensuring the success of robotic fleets and customer satisfaction across multiple time zones.

Artificial Intelligence (AI)RoboticsSoftware

Responsibilities

Provide Critical Evening Support: Act as the primary support contact during the evening shift (approx. 4 PM - 12 AM Central Standard Time), bridging time zones to provide uninterrupted assistance to customers across Europe, Asia-Pacific, and the Middle East

Drive the Customer Support Experience: Manage the inbound support queue through tickets, chat, and other channels by providing expert guidance and troubleshooting for our mobile robot fleets

Drive Service Excellence: Implement and refine support processes based on best practices to build a predictable, high-quality, and scalable support system for our global operations

Build Our Knowledge Base: Create and maintain clear, effective documentation, FAQs, and troubleshooting guides to empower both our customers and internal teams

Champion Continuous Improvement: Analyze support trends from your shift, identify recurring issues, and collaborate with our global teams to propose lasting improvements to our products and processes

Qualification

Technical support experienceIT Service ManagementHelpdesk softwareRobotics familiarityFluency in SpanishIndependent work ethicProblem-solving skillsDocumentation skillsTime management

Required

Proven experience in technical support, IT helpdesk, service desk, or network operations center (NOC) environment

Exceptional proficiency in spoken and written English

A highly independent and reliable work ethic, with the ability to manage your time and responsibilities effectively without direct supervision during your shift

A passion for creating structure and improving processes; you see documentation and best practices as essential

Excellent problem-solving skills and a calm, methodical approach to handling urgent technical issues

You must be willing and able to work on a consistent evening shift schedule, including weekends and holidays, as part of a rotating team (e.g., approximately 4 PM to 12 AM CT)

Located in or near Houston, TX. While the role primarily operates remotely during evening hours, you will be expected to come into the Houston office periodically for team collaboration, training, and alignment