What are the responsibilities and job description for the Technical Support Specialist (24x7) position at Auto Store?
The Technical Support Specialist plays a vital role in maintaining AutoStore's reputation for excellence by providing world-class support to our global client portfolio. As part of our dynamic technical support team, you will serve as a crucial link between our innovative technology solutions and our valued partners and customers. This position combines technical expertise with customer service excellence to deliver responsive, solution-oriented support across all time zones.
Key Responsibilities
- Develop deep technical expertise in AutoStore's technology solutions. Use this knowledge to understand, break down and solve complex issues including incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
- Work to foster trusted relationships with partners and key stakeholders through rapid communication, timely updates on open cases, and communicating in a way that empowers our partners and customers.
- Attend and actively participate in weekly meetings to stay updated and contribute insights
- Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
- Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
- Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook
- Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department
Schedule and Shifts
This position operates on a rotating shift schedule to provide comprehensive support coverage :
As part of our commitment to global customer support, team members rotate through these shifts, including regular weekend coverage. Shift assignments typically rotate on a scheduled basis, allowing for proper work-life planning. This rotation ensures our ability to provide consistent, high-quality support across different time zones.
Qualification
AutoStore does not accept agency resumes or assistance for this role. Please do not forward resumes to our job's alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes. This policy should be respected.