Ozobot is revolutionizing the role of robotics in education with award-winning programmable robots, patented screen-free coding programs, and STEAM-based learning solutions. Our products transform how children learn and create across all grade levels, subjects, and environments. Led by a world-class team of educators, engineers, and computer scientists, Ozobot integrates innovative product design with leading LMS platforms and emerging technologies. Powered by our proprietary Ozobot Blockly coding platform, Ozobot seamlessly integrates with JavaScript and Python editors, enabling native code execution on connected devices.
We are seeking a Technical Support & Systems Coordinator with a demonstrated understanding of computer systems, troubleshooting methodologies, and customer support best practices. This is not a traditional customer service role-we need someone who can bridge the gap between technical troubleshooting and customer interaction while managing key internal systems like HubSpot and knowledge-base workflows.
This role requires an individual who is technically proficient, detail-oriented, and highly organized, with the ability to work cross-functionally to ensure smooth customer support operations.
Key Responsibilities
Technical Customer Support & Troubleshooting
- Serve as the first line of technical support (Level 1), diagnosing and resolving software, hardware, and connectivity issues via email, phone or video.
- Walk customers through troubleshooting steps for both software and hardware-related concerns.
- Identify recurring issues and trends, escalating complex problems to Level 2 support or Engineering as needed.
- Ensure accurate documentation of support cases, resolutions, and customer interactions in HubSpot or ticketing systems.
Systems & Knowledge Management
- Oversee the day-to-day management of HubSpot, including workflows, automation, and data integrity.
- Work with Engineering and Product teams to ensure support documentation reflects the latest product updates and system changes.
Cross-Functional Collaboration
- Work closely with Sales, Supply Chain, and Accounting to facilitate returns, replacements, and refunds.
- Act as a liaison between Customer Support and Product Development, providing feedback on technical issues and user experience concerns and suggestions.
Process Improvement & Workflow Optimization
- Continuously analyze support processes and suggest improvements to enhance efficiency and customer satisfaction.
- Develop and document standard operating procedures (SOPs) for handling common technical support cases.
- Work within project management tools (Asana & Jira experience required) to track progress on support tickets.
Requirements & Qualifications
- Technical Aptitude: Mid-to-high level understanding of computer systems, software troubleshooting and HubSpot or other CRM platforms.
- Customer-Focused Mindset: Ability to communicate complex technical concepts in an accessible, user-friendly manner.
- Excellent Communication Skills: Strong verbal and written skills, with experience handling technical support inquiries.
- Problem-Solving Skills: Logical thinker with the ability to diagnose, troubleshoot, and resolve issues efficiently.
- Process-Oriented: Comfortable with documentation, SOP development, and process improvement.
- Collaboration & Adaptability: Experience working cross-functionally with internal teams and external customers.
This role is a full-time, in-office position based in Orange County, CA, with a 90-120 day evaluation period. If you have a passion for technology, systems optimization, and customer success, we'd love to hear from you.