Robotics Support Analyst, TCGplayer
Colorado pay range: $22.50-24.50/hour
Office located in Longmont, CO
Online marketplace for collectible card games
Be an early applicant
Online marketplace for collectible card games
201-500 employees
Be an early applicant
Colorado pay range: $22.50-24.50/hour
Office located in Longmont, CO
201-500 employees
Company mission
To establish TCGplayer as the most admired company in the hobby collectibles universe
Role
Who you are
- High school diploma or equivalent experience; college or vocational training preferred
- Prior customer service experience, ideally with hardware, machinery, electronics, or robotics
- Familiarity with remote support of robotics or complex machinery
- Knowledge of ZenDesk (or similar support software), Linux command line, SQLite3, Python, Jira, Confluence, and Git is a plus
- Patience and professionalism when working with customers of varying technical skills
- Strong critical thinking skills and understanding of system interactions
- Good mechanical skills and basic knowledge of electronics, including reading wiring diagrams/schematics
- Excellent written and verbal communication skills
- Ability to work in a fast-paced environment, with strong organization and multitasking abilities
What the job involves
- The Robotics Support Analyst makes sure customers have maximum uptime with the Roca Sorter by assessing and addressing hardware and software issues affecting performance through technical support
- This is done via chat, email, phone, and video call
- The Robotics Support Analyst is also responsible for developing user documentation and instructions, occasional travel during the year to repair machines at customer sites, and occasionally packaging spare parts for shipment
- Answer customer questions and solve issues with one or more customers via ZenDesk, chat, email, phone, and video call. A small number of cases require travel to customer sites for in-person resolution. (1-2 per year)
- Investigate and troubleshoot issues related to robotics hardware, wiring, and software using Python, SQL, and Linux
- Complete Customer Support Tickets using Zendesk
- Develop documentation and instructions for use and common repairs
- Provide Maintenance Mentorship to customers through phone, video, and Slack communications
- Remote Machine Calibration Adjustments
- Pack and ship spare parts
- Message new functionality to customers along with relevant instructions/training
- Track common failures and reliability issues
- Test new and existing software functionality
- Conduct customer setups and training video calls
- Ability to work in both office and warehouse settings, including sitting or standing for long periods
- Comfortable lifting up to 50 lbs. and using tools and small parts
- Willingness to travel occasionally and participate in daily videoconferencing
Our take
TCGplayer has established itself as the leading US marketplace for collectible card games like Pokémon and Yu-Gi-Oh! The company has found success through focusing on emphasising the entire customer experience of passionate enthusiasts through multiple community-focused products such as ‘Direct’, a local-store purchasing platform.
Technology has allowed the company to scale at such low-cost that it can facilitate the authentication of more than 100,000 products every day, dramatically improving the experience of enthusiasts used to dealing with scammers. The company has now expanded to serve the wider collectibles market, and in 2022 was acquired by eBay for $295 Million - though it continues to operate its trading-card marketplace autonomously.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2021
$35m
GROWTH EQUITY VC
Feb 2018
$10m
GROWTH EQUITY VC
Total funding: $45m
Company benefits
- Medical, Dental & Vision
- Life Insurance
- Family Leave Program
- Unlimited Paid Time Off
- Free coaching, counseling and mental health services
- Stock Options for all employees
- Merch
- After-work Activities
- Constant Learning - Monthly classrooms provide a deeper understanding of company operations, while educational resources help every team member evolve personally and professionally
- Game nights complete with card games, board games and video games. (Plus, we have our own Pauper Magic & Pokémon leagues)
- A casual dress code
- Open office with coworking stations for collaboration and quiet rooms for solitude - treadmill desks and yoga balls help you stay active, while a company library, book club and writing group keep your mind inspired
- Laptop
- Hackathons
- Real-time peer-to-peer feedback tools
- Parking Stipend
- Fitness Equipment
Company HQ
Downtown, Syracuse, NY
Leadership
Robert Bigler
(CEO)Previosuly General Manager at eBay, Senior Vice President at Holt Renfrew, was a Digital Transformation Director at Selfridges Group and Vice President of Strategy and worked in Corporate Development at Sears Canada.
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