Customer Service Representative

Waltham, Massachusetts

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Job Title: Customer Service Representative

Job Type: Full-Time
Reports To: Customer Service Manager / Technical Support Lead

About Clarity Robotics

Clarity Robotics is an industry leader in cutting-edge robotic solutions, providing innovative automation technology to businesses worldwide. Our mission is to enhance efficiency and precision through advanced robotics, backed by exceptional customer support. We are seeking a Customer Service Representative (CSR) to assist clients with inquiries, troubleshooting, and product support related to our robotics systems and parts.

Job Summary

As a Customer Service Representative at Clarity Robotics, you will be the first point of contact for customers, providing support for robotics components, troubleshooting technical issues, and ensuring a seamless customer experience. You will work closely with technical teams, sales, and logistics to address customer needs and maintain strong relationships. The ideal candidate is a tech-savvy professional with excellent communication skills and a passion for problem-solving.

Key Responsibilities

Respond to customer inquiries via phone, email, and chat regarding robotics systems, components, and orders.
Assist customers with troubleshooting and resolving technical issues related to robotic parts and software.
Process orders, returns, and warranty claims accurately and efficiently.
Collaborate with technical support and engineering teams to escalate complex issues.
Maintain up-to-date knowledge of Clarity Robotics' product offerings and specifications.
Guide customers through installation, maintenance, and usage best practices.
Document customer interactions, issues, and resolutions in the CRM system.
Provide feedback to the product development team based on customer experiences.
Ensure excellent customer satisfaction by delivering timely and professional support.

Qualifications & Requirements

Education: High school diploma or equivalent (Bachelor’s degree in a technical or business-related field is a plus).
Experience:
- 1 year of experience in customer service, technical support, or a related field.
- Experience with robotics, automation, or mechanical/electrical systems preferred.
Skills & Competencies:
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication abilities.
- Ability to explain technical concepts to non-technical customers.
- Experience with CRM software and support ticketing systems.
- Attention to detail and ability to multitask in a fast-paced environment.
Technical Knowledge:
- Basic understanding of robotics, mechanical components, or automation systems.
- Ability to read technical manuals and diagrams (preferred).