Customer Support Specialist I/ II (2nd and 3rd shift)

Customer Support Specialist

Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. Our aim is to revolutionize the use of robotics within industry to free human resources from labor-intensive tasks to focus on more intellectual challenges.

We are seeking a skilled and motivated Customer Support Specialist to join our customer support team. This role is responsible for providing timely, accurate, and helpful assistance to customers via multiple channels, ensuring a positive and seamless user experience. The successful candidate will work closely with the manager to maintain and enhance our customer support platform, ensuring a seamless experience for our clients.

Two roles are available. One on 2nd shift (4pm-12am) and the other on 3rd shift (12am-8am).

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Provide service response while upholding excellent customer service standards to Mujin's clients
• Serve as the front line in receiving support calls and routing/escalating issues as required to ensure client satisfaction
• Communicate regularly with the leader/ team regarding recurring issues and signs of frustration from clients
• Maintain and update the customer support website, ensuring all documentation such as manuals and spare parts lists are current
• Assist in the transition from a traditional phone line to a chat service, including the maintenance of a chatbot system
• Develop and update mobile applications for both Android (APK) and iOS platforms
• Collaborate with the service team to integrate APIs for data retrieval and system communication
• Manage customer tickets and ensure proper documentation in accordance with service level agreements (SLAs)
• Participate in the development of security measures for web hosting and application platforms
• Provide customer support via phone and email, following scripts for consistent communication
• Work on the continuous improvement of the customer support portal, tailoring it to individual customer needs

Requirements:

• High school diploma + 2 years relevant customer service experience
• Excellent communication and interpersonal skills
• Experience using help desk software and remote support tools
• Understanding of Python programming, with a willingness to learn and apply new skills
• Strong problem-solving abilities and attention to detail

Other nice to haves:

• Familiarity with our industry is a plus
• Basic knowledge of HTML, CSS, and JavaScript for web development
• Familiarity with mobile application development environments for Android and iOS
• Multi-lingual skills are a plus, especially French

This role is not eligible for sponsorship.

Key soft skills needed for success in this role include:

• Strong communication skills and the ability to follow detailed instructions and scripts
• Detail-oriented with a focus on documentation and the ability to manage multiple tasks efficiently
• A proactive approach to problem-solving and the ability to work under tight deadlines
• A team player attitude with the enthusiasm to learn and grow within the company

Physical Demands/ Work Environment:

• Ability to travel up to 15% of the time
• Availability to provide support during nights, weekends, and as needed
• Prolonged periods of sitting at a desk and working on a computer
• Warehousing/ and Industrial work environment

This Position Description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements.

Mujin is proud to be an Equal Employment Opportunity employer.