Automata’s mission is to democratise robotics. We create the tools that empower people to automate physical work they should no longer have to do.
We are looking for a Customer Support Engineer to design and run our technical customer support experience. A crucial part of democratising robotics is, surely, a great customer experience. Our Customer Support Engineer will make sure our community of users are excited about their robots, and provide them with every bit of information they need to continue with us on our journey of making automation as accessible as possible.
As the first line of communication with our users you’ll be expected to set the tone of how we support our users as well as helping design the process that represents their needs, concerns and compliments internally to our team.
Your key focus will be to create great user interactions and drive top quality technical support in order to increase our customer satisfaction and product adoption.
What will you be doing?
Answering general user queries and providing technical support for our robots over the phone and online
Authoring and maintaining ‘help center’ content such as troubleshooting guides and other forms of technical documentation
Implement a reporting & ticketing solution to capture user queries and feedback
Generate insights into our user’s product problems and wishlists to inform what our engineering teams build and prioritise
Become an expert in using our robots in order to better understand our users and their needs
What you will bring to the role?
Empathetic and patient communication style
Experience in a technical organisation where customers are working with new technology products
Experience writing scalable support documentation and building a customer support environment within a technology focused company
Understanding of software APIs
Experience in both pre-release and post-release support strategies
Demonstrable examples of implementing proactive solutions
Excellent communication skills, flawless written English
Work with a talented, passionate, and diverse team of humans (and robots) democratising robotics and creating the future of work
Competitive salary with regular salary reviews, a company backed pension scheme and attractive share options after you pass your probation period
The right technology setup for you to succeed in your role; laptop, monitors, software licences, robot assistants etc.
Flexible working hours
Company sponsored cycle to work scheme
Access to a free pantry at the office, providing breakfast, healthy snacks and a truly vast variety of hot and cold beverages, oh and we’ve got an ice machine
On Fridays we enjoy a team lunch all together, provided by the company,
Friday afternoon beers (and the occasional tray of donuts, if the lunch was too healthy)
Social clubs organised by the team (run/climb/suggest something new!)
Broaden your knowledge of the world and your specific areas of interest through the Automata Book Club
To apply for this job please visit the following URL: https://hire.withgoogle.com/public/jobs/automatatech/view/P_AAAAABkAAAfKOLF4scfZlx?trackingTag=ukStartupJobs →