Description
At Keywords Studios, we bring together people, technology, and expertise to support some of the world's leading companies in the video games and interactive entertainment industries.
We are looking for a Robot Pilot - Customer Service to join a team in the robotics field, helping ensure the reliable performance of robotic arms deployed at client sites.
Role Overview We are seeking a Remote Robot Pilot - Customer Service to monitor the performance and system health of robotic arms deployed at client sites, identify anomalies or issues, investigate problems, and apply known solutions where possible.
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 is happening and what needs to be done.
- Take occasional calls from the 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 are 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.
Benefits
- 10,500 MXN gross/month (before taxes)
- Law Benefits
- 2 days off
- After 45 days: Medical expenses insurance. Saving funds. Grocery tickets