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 Insurance

• 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.