DescriptionAerones is seeking a Contact Center Operator to join our team. This role is vital in supporting our field teams by handling calls, logging tickets, resolving issues, and ensuring smooth escalation of complex cases - helping keep our innovative robotic solutions used in wind turbine maintenance running smoothly.About usWe specialize in cutting-edge Robotic Solutions that ensure Safety, efficiency, and top-tier service for the Wind Energy Industry. Our Team are made up of friendly and knowledgeable people. You will join us in our modern, safe and comfortable Plant and Offices that are located at Katlakalna Iela 11E, Riga.ResponsibilitiesHandle inbound and outbound calls with field technicians.Log and update tickets accurately.Resolve issues using the Knowledge Base and AI assistant.Escalate complex cases to L2 with complete notes.Communicate solutions and record outcomes.Support technicians through Google Chat.Report recurring issues and Knowledge Base gaps.Work ScheduleThis position operates on a rotating morning/evening shift schedule, Monday to Friday. The morning and evening shifts alternate on a weekly rotation.Morning shift: 07:00–15:00Evening shift: 14:00–22:00 (one hour overlap with the morning shift)Evening shifts include a 1.15x pay premium for the entire shift, starting from 14:00.RequirementsCalm, confident phone manner in both directions.Clear spoken and written English.Disciplined note-taking and ticket hygiene.Understanding of when to resolve vs. escalate.Familiar with AI assistants.Good to haveHelp desk, contact-center, or dispatch experience.Latvian or additional languages.Exposure to ITSM tools or MaintainX.Familiarity with wind-energy field operations.BenefitsWe believe great work starts with feeling valued and supported. That’s why we are building an thoughtful, competitive benefits and perks to help you thrive — professionally and personally — through every step of your Career with us. You will be eligible for:Salary from 1,450 EUR to 1,850 EUR per month (before Taxes)A Birthday GiftA modern and comfortable office location at Katlakalna iela 11E, Riga, LatviaAfter Probationary PeriodHealth InsuranceHealth Recovery Days (which can be taken as you need)Paid Study LeaveFunding for the purchase of Vision Glasses after one (1) year of serviceJoin us in Building a Cleaner, Smarter Future — one quality process improvement at a time.
Description
Aerones is seeking a Contact Center Operator to join our team. This role is vital in supporting our field teams by handling calls, logging tickets, resolving issues, and ensuring smooth escalation of complex cases - helping keep our innovative robotic solutions used in wind turbine maintenance running smoothly.
About us
We specialize in cutting-edge Robotic Solutions that ensure Safety, efficiency, and top-tier service for the Wind Energy Industry. Our Team are made up of friendly and knowledgeable people. You will join us in our modern, safe and comfortable Plant and Offices that are located at Katlakalna Iela 11E, Riga.
Responsibilities
- Handle inbound and outbound calls with field technicians.
- Log and update tickets accurately.
- Resolve issues using the Knowledge Base and AI assistant.
- Escalate complex cases to L2 with complete notes.
- Communicate solutions and record outcomes.
- Support technicians through Google Chat.
- Report recurring issues and Knowledge Base gaps.
Work Schedule
This position operates on a rotating morning/evening shift schedule, Monday to Friday. The morning and evening shifts alternate on a weekly rotation.
- Morning shift: 07:00–15:00
- Evening shift: 14:00–22:00 (one hour overlap with the morning shift)
Evening shifts include a 1.15x pay premium for the entire shift, starting from 14:00.
Requirements
- Calm, confident phone manner in both directions.
- Clear spoken and written English.
- Disciplined note-taking and ticket hygiene.
- Understanding of when to resolve vs. escalate.
- Familiar with AI assistants.
Good to have
- Help desk, contact-center, or dispatch experience.
- Latvian or additional languages.
- Exposure to ITSM tools or MaintainX.
- Familiarity with wind-energy field operations.
Benefits
We believe great work starts with feeling valued and supported. That’s why we are building an thoughtful, competitive benefits and perks to help you thrive — professionally and personally — through every step of your Career with us. You will be eligible for:
Salary from 1,450 EUR to 1,850 EUR per month (before Taxes)
- A Birthday Gift
- A modern and comfortable office location at Katlakalna iela 11E, Riga, Latvia
After Probationary Period
- Health Recovery Days (which can be taken as you need)
- Paid Study Leave
- Funding for the purchase of Vision Glasses after one (1) year of service
Join us in Building a Cleaner, Smarter Future — one quality process improvement at a time.
Aerones is the world leading robot-enabled wind turbine maintenance and inspections service provider. Leveraging patented robotics technology, Aerones service teams deliver faster, safer and more effective services for wind operators worldwide. The innovations that we deliver to the wind industry promote intelligent predictive maintenance of wind turbine blades and towers, helping to maximise efficiency of wind assets and lower operating costs. We serve customers that represent over 50 percent of the world’s wind power capacity, including leading operators such as NextEra, GE, Vestas, Enel and Siemens Gamesa.
Aerones is the world leading robot-enabled wind turbine maintenance and inspections service provider. Leveraging patented robotics technology, Aerones service teams deliver faster, safer and more effective services for wind operators worldwide. The innovations that we deliver to the wind industry promote intelligent predictive maintenance of wind turbine blades and towers, helping to maximise efficiency of wind assets and lower operating costs. We serve customers that represent over 50 percent of the world’s wind power capacity, including leading operators such as NextEra, GE, Vestas, Enel and Siemens Gamesa.
