Technical Support Operator
R&D
Kyiv
Full-time
Role Summary
The Deployment/Support Technical Support Operator is responsible for receiving, processing, and providing initial support to users during the operation of unmanned ground robotic systems. The role focuses on providing prompt assistance to users, troubleshooting issues, providing basic instructions, and coordinating follow-up with the appropriate technical teams. The Support Operator is the first line of contact between the user and the company's technical support.
Сore responsibilities
Key Responsibilities:
User Support & Request Handling
Receiving requests from users through designated support channels
Initial assessment of problems and requests
Providing basic consultations and instructions within the scope of your competence
Supporting requests according to the resolution and escalation process
Issue Triage & Escalation
Classifying requests by type and priority
Escalating technical issues to engineers, deployment or repair teams
Transferring complete and correct information for further resolution
Controlling the status of requests
Documentation & Ticketing
Recording requests, actions and results in the support system
Adhering to standards for maintaining a request processing and communication accounting system
Using up-to-date technical and user documentation
Feedback & Knowledge Sharing
Collecting typical user questions and problems
Transferring feedback to Customer Success and technical specialists
Participating in improving the knowledge base and standard answers
Key Competencies & Skills:
Experience working in support or operational role
Ability to communicate clearly and professionally with users
Basic understanding of technical systems or willingness to learn quickly
Attention to detail and discipline in recording information
Ability to work with multiple requests simultaneously
Language Requirements:
Ukrainian - fluent
English - beginner or intermediate level (for working with documentation - is an advantage)
Values Alignment:
Focus on helping the user and correct communication
Responsibility for the accuracy of the information transmitted
Willingness to work with operational requests and non-standard situations
Adherence to procedures and defined areas of responsibility
Interaction with Customer Success and technical teams
Technical Support Operator
R&D
Kyiv
Full-time
Role Summary
The Deployment/Support Technical Support Operator is responsible for receiving, processing, and providing initial support to users during the operation of unmanned ground robotic systems. The role focuses on providing prompt assistance to users, troubleshooting issues, providing basic instructions, and coordinating follow-up with the appropriate technical teams. The Support Operator is the first line of contact between the user and the company's technical support.
Сore responsibilities
Key Responsibilities:
User Support & Request Handling
Receiving requests from users through designated support channels
Initial assessment of problems and requests
Providing basic consultations and instructions within the scope of your competence
Supporting requests according to the resolution and escalation process
Issue Triage & Escalation
Classifying requests by type and priority
Escalating technical issues to engineers, deployment or repair teams
Transferring complete and correct information for further resolution
Controlling the status of requests
Documentation & Ticketing
Recording requests, actions and results in the support system
Adhering to standards for maintaining a request processing and communication accounting system
Using up-to-date technical and user documentation
Feedback & Knowledge Sharing
Collecting typical user questions and problems
Transferring feedback to Customer Success and technical specialists
Participating in improving the knowledge base and standard answers
Key Competencies & Skills:
Experience working in support or operational role
Ability to communicate clearly and professionally with users
Basic understanding of technical systems or willingness to learn quickly
Attention to detail and discipline in recording information
Ability to work with multiple requests simultaneously
Language Requirements:
Ukrainian - fluent
English - beginner or intermediate level (for working with documentation - is an advantage)
Values Alignment:
Focus on helping the user and correct communication
Responsibility for the accuracy of the information transmitted
Willingness to work with operational requests and non-standard situations
Adherence to procedures and defined areas of responsibility
Interaction with Customer Success and technical teams
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