Product Support Specialist
Who We Are
Ocado is a UK based company admitted to trading on the London Stock Exchange (Ticker OCDO). It comprises one of the world's largest dedicated online grocery retailers, operating its own grocery and general merchandise retail businesses under Ocado.com and other specialist shop banners, together with its Ocado Solutions division.
The Ocado Solutions division is responsible for providing Ocado’s innovative advanced robotics technology, known as the Ocado Smart Platform ("OSP"), to our major retailer clients around the world. OSP comprises access to Ocado's physical infrastructure solutions, running highly efficient warehouse operations for the single pick of products, together with the entire end-to-end proprietary software applications and advanced robotics required to operate a world-class online grocery business.
Our unique, proprietary and industry-leading technology is set to transform the shopping experience of consumers around the world. We have partnered with Kroger to help it redefine the grocery customer experience in the United States through the adoption of the centralized, automated model of online retailing provided by the Ocado Smart Platform.
Come join us as we build our North American team, bringing world-class innovation and technologies to one of the most exciting global markets for e-commerce.
What You’ll Do
- Provide incident support and resolution to our customers and fleet of robots by proactive monitoring, responding to support tickets, and escalations from other team members.
- Respond to customer inquiries and incidents via phone, email, and our support tools.
- Assist Ocado staff and Customers with various maintenance routines associated with hardware or software interfaces.
- Develop a deep understanding of Ocado products and tools in order to understand, respond, and resolve issues.
- Collaborate with additional Ocado product and engineering teams to assist with support, troubleshooting, and resolution of incidents.
- Participate in special projects to improve product performance and support team improvements.
PSS Responsibilities:
- Responsible for troubleshooting and resolving escalated issues from Product Support Specialists
- Responsible for the theirs level escalation to Fields Service Engineering
- Understanding of the wiring diagrams
- Troubleshooting more technical related issues such as Fanucs, network connections and electrical boxes.
- Reading and interpreting of devices logs (log DNA and RMS)
- Responsible for escalating to engineering , hardware and software teams
- Reading and understanding SOPS and how changes tie back into RMS
- Updating Freshdesk tickets
- Monitor Robot Management System
What You’ll Bring:
- Exceptional analytical and problem-solving skills.
- 2 years of prior experience in a technical support role
- Excellent understanding of application and networking stacks to assist in troubleshooting and diagnosis of issues
- Extremely detail-oriented with ability to self-organize, prioritize issues, and multi-task in a fast-paced environment.
- Excellent communication skills both oral and written
- Willingness to work rotating shifts and on-call schedules
- A team-player with a strong work ethic and passion for learning new skills and improving service quality
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What We Do
When our journey started, we were all about changing the way people shop for groceries. Nearly 20 years later, we’re a FTSE 100, client-focused business that provides services, technology, and automation to grocery e-commerce businesses around the world.
