Technical Support Specialist

Who you are

• You have a good computing background, and can quickly learn to use new software
• An excellent written and verbal communicator: you convey information to internal stakeholders in an organized and easily parsable manner
• Organized: you can juggle and make progress on multiple tasks simultaneously
• Self-sufficient and whip-smart: you get things done, learn what you don’t know, and can make data-driven decisions independently, as circumstances require
• Flexible and willing to work different shift hours, including early mornings, nights, and weekends: you understand that our customers (i.e. hospitals) are open 24/7, that our robots must be running smoothly all the time, and that your schedule may shift as customer needs change over time
• Willing to be COVID-19 and flu vaccinated and complete a HIPAA training course
• The ideal candidate would be:
• Responsive and responsible: you commit to deadlines and err on the side of over-communication
• Results-oriented: you're happy to observe and take notes on end-users interacting with the robot all day if that's what it takes
• Vigilant about the details: you notice when a checklist item is left unchecked and it gnaws at you until it's done
• Passionate about healthcare and technology coming together to help people
• Willing to work holidays: you understand that our customers (i.e. hospitals) don't shut down during the holidays and neither can our robots
• A budding techy: you are the go-to among friends for fixing their technical problems
• Formerly employed or shadowed in the healthcare space: you have an insider understanding of the vernacular, organizational structure, and operational processes of hospitals

What the job involves

• We envision a future powered by robots that work seamlessly with human teams
• We build the artificial intelligence that enables service robots to collaborate with people and adapt to dynamic human environments
• Join our mission-driven, venture-backed team as we build out our customer-facing operations arm
• As part of Diligent Robotics’ operations team, you will uphold the highest standards for safe clinical use of robots in real-world hospital environments
• Through excellent communication, critical thinking, and documentation, you will work alongside your teammates to bring automation to healthcare
• This position will work effectively as a team to ensure exceptional results to our hospital partners
• This position is located in Austin, TX and you must be local, or a current Diligent Robotics employee, to be considered
• This role will require flexibility due to us being a 24/7 operation and a shift schedule will be put in place that will require working days, nights and weekends
• Monitoring a fleet of mobile service robots and providing live support and in the moment troubleshooting in a hospital environment using problem solving skills
• Detailed ticketing of issues and situations unable to resolve at first touch to escalate internally to other departments
• Prioritizing the customer experience by communicating with them when needed, critical thinking for unplanned scenarios, and ensuring their expectations are always met or exceeded
• Collecting data in a variety of real-world situations, providing detailed and accurate product feedback
• Being an ambassador for the company

Benefits

• Competitive salary and equity based on experience and contribution
• Competitive health plan coverage for individuals and dependents