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.
• 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

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