Robotics Support Analyst I

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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

Who We Are

TCGplayer, now a part of eBay, connects a global community of millions of buyers with tens of thousands of retailers in a $25B global collectible card game and collectible hobbyist space. We pride ourselves on a culture of inclusion that fosters camaraderie, embraces diversity, and exudes passion. We are one of New York State’s 50 best employers and Fortune.com’s top 100 companies for women in the U.S!

Roca Robotics designs, manufactures and supports automation and digitization hardware and software for sorting and managing collectibles. Roca’s current product, the Roca Sorter, can fully alphabetize 1000 Magic, Pokemon, or YuGiOh cards in two hours!

Who You Are

The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support. This is done via chat, email, phone, and video call. The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment.

The Impact You Will Make Here

• Answer customer questions and solve issues with one or more customers via ZenDesk, chat, email, phone, and video call. A small number of cases require travel to customer sites for in-person resolution. (1-2 per year)

• Investigate and troubleshoot issues related to robotics hardware, wiring, and software using Python, SQL, and Linux

• Complete Customer Support Tickets using Zendesk

• Develop documentation and instructions for use and common repairs

• Provide Maintenance Mentorship to customers through phone, video, and Slack communications

• Remote Machine Calibration Adjustments

• Pack and ship spare parts

• Message new functionality to customers along with relevant instructions/training

• Track common failures and reliability issues

• Test new and existing software functionality

• Conduct customer setups and training video calls

What You Bring to the TeamQualifications:

• High school diploma or equivalent experience; college or vocational training preferred

• Prior customer service experience, ideally with hardware, machinery, electronics, or robotics

• Familiarity with remote support of robotics or complex machinery

• Knowledge of ZenDesk (or similar support software), Linux command line, SQLite3, Python, Jira, Confluence, and Git is a plus

Skills and Abilities:

• Patience and professionalism when working with customers of varying technical skills

• Strong critical thinking skills and understanding of system interactions

• Good mechanical skills and basic knowledge of electronics, including reading wiring diagrams/schematics

• Excellent written and verbal communication skills

• Ability to work in a fast-paced environment, with strong organization and multitasking abilities

Physical Demands:

• Ability to work in both office and warehouse settings, including sitting or standing for long periods

• Comfortable lifting up to 50 lbs. and using tools and small parts

• Willingness to travel occasionally and participate in daily videoconferencing

The pay range for this position at commencement of employment in Colorado is the range below:
$22.50-24.50/hour

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TCGplayer, a subsidiary company of eBay, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.

Jobs posted with location as "Remote - United States (Excludes HI, NM)" excludes residents of Hawaii and New Mexico.

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