ROBOT PILOT - Customer Service

At Keywords Studios, you'll join a team in the robotics field, ensuring the reliable performance of robotic arms deployed at client sites. This role combines technical observation with clear communication, helping to spot and address issues quickly.

Role Overview As a Remote Robot Pilot - Customer Service, you'll monitor robot performance and system health, identify anomalies or issues, investigate problems, and apply known solutions. You'll also document and escalate unresolved issues, communicate with internal teams and occasionally with clients on-site, and maintain continuity across shifts through clear updates and documentation.

Key Responsibilities:

• Monitoring & Support:
• Actively monitor robot performance and system health through internal dashboards and monitoring tools.
• Detect anomalies, errors, or performance concerns through observation or automated alerts.
• Investigate issues, apply known solutions, and attempt resolution where possible.
• Document and escalate unresolved issues based on established workflows.

• Communication:
• Stay in sync with teammates across shifts by sharing timely updates and status changes in Slack.
• Work with internal escalation teams when issues require further investigation or support.
• Communicate clearly about what's happening and what needs to be done.
• Take occasional calls from clients owning and operating the robots on-site.

• Analytics:
• Accurately document incidents, including symptoms, actions taken, and resolution outcomes.
• Maintain continuity across shifts through effective written updates and documentation.
• Evaluate and escalate external questions or concerns related to robot behavior or system status.

Requirements:

• Strong communication and listening skills; ability to clearly explain what's happening and what needs to be done.
• Observant, detail-oriented, and able to stay focused during repetitive tasks.
• Technically curious , you don't need to be an engineer, but you're comfortable using internal tools and asking good questions.
• Calm under pressure, especially when things break.
• Comfortable working independently and as part of a team, including across shifts.
• Strong critical thinking and problem-solving ability.
• Willingness to work rotational shifts.
• Comfortable using Slack and learning internal monitoring systems.
• Prior experience in a support, monitoring, or gaming environment is a plus.
• Operations run 24/7, so you can expect rotating shifts (morning, afternoon, and night).

Benefits:

• 10,500 MXN gross/month (before taxes)
• Law Benefits
• 2 days off
• After 3 months: Medical expenses insurance, Saving funds, Grocery tickets