Job Description

ABOUT THE ROLE:

We’re looking for Customer Support Agents to join our team and support the real-time monitoring and performance of our robots in the field. This role is critical to ensuring the reliability of our systems and delivering a high-quality experience to our customers. You’ll be on the front lines—watching for issues, diagnosing problems, and escalating when needed.

This role blends technical observation with clear communication. You’ll interact with internal escalation teams, helping ensure problems are spotted and addressed quickly.

KEY RESPONSIBILITIES:

System Monitoring: Actively monitor robot performance and system health through internal dashboards and monitoring tools

Issue Identification: Detect anomalies, errors, or performance concerns through observation or automated alerts

First-Level Troubleshooting: Investigate issues, apply known solutions, and attempt resolution where possible

Escalation: 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

Incident Logging: Accurately document incidents, including symptoms, actions taken, and resolution outcomes

Shift Handoffs: Maintain continuity across shifts through effective written updates and documentation

Customer Support: Evaluate and escalate external questions or concerns related to robot behavior or system status

This person will also provide phone support; warehouse crew members from where robot arms are located might call to ask for help,

WHO YOU ARE:

• A strong communicator who can 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

Requirements

• Prior experience in a support, monitoring, or gaming environment is preferred
• Excellent written and verbal communication skills
• Strong critical thinking and problem-solving ability
• Willingness to work assigned shift (including overnight/weekend where applicable)
• Comfortable using Slack and learning internal monitoring systems
• Operations run 24/7, so you can expect rotating shifts (morning, afternoon, and night).

Benefits

-$10,500 gross (before taxes)

-Law Benefits

-2 days off

After 3 months:

Medical expenses insurance.

Saving funds.

Grocery tickets ($1,200)

PRIVACY POLICY:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice

Role Information: EN

Studio: Keywords Studios

Location: Americas, Mexico

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote