Technical Support Analyst, Part-Time

Who We Are

Turf Tank has revolutionized the line-marking industry with the world’s first autonomous line-marking robot for sports fields. From parks and recreation departments and high schools to major colleges and professional teams, the Turf Tank robot helps sports facilities worldwide save time and money painting their fields. If you embody the Turf Tank values of unified teamwork, understanding relationships matter, adding to a fun atmosphere, going the extra mile, providing agile solutions, making no excuses, embracing transparency, and understanding that knowledge wins, this is the place for you.

The Role

This job description is an overview of the roles and responsibilities of the TSA, who will be a part of the Operations team located in Marietta, GA. This team member will report to the Operations Manager and will work closely with a variety of Turf Tank teams.  The success of this role will profoundly impact our employees and customers, assisting in the coordination of customer support. If you have a passion for sports and are interested in pursuing an exciting career in robotics - look no further!

This is an onsite, part-time position; 3 days per week, 8am - 5pm.

Overview

The Technical Support Analyst is the first contact for any issues, training, ordering, or general information our customers require about their robots. The ideal candidate should be obsessed with customer satisfaction, meticulous about details, experienced in solving problems, and happy to talk with customers, especially via telephone. 

Duties and Responsibilities

• answer customer service and support calls/texts/emails
• identify appropriate team members for the escalation of complex calls
• provide operating and troubleshooting assistance to robot users; calling on written material, personal knowledge, and research
• maintain complete and accurate customer records
• create and edit support tickets to accurately record and reflect customer issues
• assist in the tracking of and creation of analytics
• identify and help create needed resources and supplies for the Support Team
• provide assistance to the Warehouse team when necessary
• provide assistance with robot repair and testing when necessary

Qualifications

The TSA must…

• have knowledge of or be willing to learn numerous field layouts (baseball, softball, soccer, football, lacrosse, track & field, etc.)
• be comfortable with technology and various software applications
• be tech-savvy with knowledge of relevant methods
• have experience with data entry and be a fast typer
• experience with the Microsoft suite is a plus
• interest in robotics and/or technology is a plus
• have outstanding organizational and multitasking abilities
• be an active listener and be able to communicate precisely
• use sound judgment and critical thinking
• have a high school diploma or GED

Turf Tank’s ideal TSA candidate is…

• an enthusiastic team player
• adaptable
• able to stay on-task and motivated
• reliable
• sports savvy
• eager to stay up-to-date with updated software/technology
• proficient with Google and Microsoft applications
• an effective communicator