Call Center Technical Support Rep.

At Universal Robots, part of Teradyne Inc., Our vision is to create a world where people work with robots, not like robots. And as the market leader with 75,000+ collaborative robots (cobots) already installed worldwide, we’re well on the way to achieving it. We employ 1000+ people in offices across North America, South America, Europe and Asia and we’re growing all the time. Our team is made up smart, creative people working at the forefront of automation. Together we find innovative solutions to some of the most important manufacturing issues facing businesses today. We dare to do what others find impossible- working with advanced technologies to change in the way businesses operate, So if you’re looking to build your career with a ground-breaking technology company in dynamic environment with career advancement UR is the place for you. 

Our Purpose

TERADYNE, where experience meets innovation and driving excellence in every connection. We are fueled by creativity and diversity of thought and in our workforce. Our employees are supported to innovate and learn something new every day.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Are you passionate about helping others and solving problems? Do you thrive in a fast-paced environment where you can make a real difference? If so, our Technical Support Representative role might be the perfect fit for you! This exciting position puts you at the forefront of customer interactions, providing technical support and advocating for their needs. Keep reading to learn more about how you can leverage your skills to positively impact our customers and our company.

 

Opportunity Overview

• Primary interface for customers contacting the center for hardware and software support and complaints.
• Responsible for synthesizing both internal and external feedback and turns it into actionable items, leads the corrective actions, supports teams, and projects that will deliver solutions and issues for the customers.
• Works closely with the Technical Customer Support organization and other appropriate groups to ensure customer satisfaction on key accounts.
• Responsible for providing technical support to customers following a multi-tiered approach, including managing the daily workload through incident tracking systems.
• Responsible for adhering to the Incident Reporting and Escalation system and procedures to ensure the resolution of customer and field reported faults, queries, and complaints.
• Contributing to meeting the team´s goals, metrics and key performance indicators. 

All About You

We seek individuals who share our passion and determination. Our commitment to customer success drives us to go the extra mile. If you’re ready to join us in this mission, take a closer look at the minimum criteria for the position.

• Must be enrolled or completed a Technical Degree.
• Strong communication and customer relationship skills
• Excellent verbal and written communication skills in both English and Spanish
• Familiar with Microsoft Office package (PowerPoint, Excel, Word, Outlook)
• Detailed oriented
• Demonstrate excellent workload management skills.
• Flexibility with supporting “on-call” after hours support and shifting schedules based on customer demand and/or group manpower shortages
• Availability to work on holidays
• Previous experience in a technical support role

Preferred Requirements:

• Fluent Portuguese. 
• Bachelor’s degree in a Technical or Engineering (Mechanical Engineering, Electronics & Communications Engineering, Mechatronics or related) field with minimum
• 1-year technical experience

We are only considering candidates local to position location and are unable to provide relocation for this job.

This position is not eligible for visa sponsorship

Benefits:

Benefits: Teradyne offers a variety of robust health and well-being benefit programs, including medical and life insurance paid vacation & holidays, tuition assistance programs, and more. 

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