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Product Support Specialist

Automation Anywhere is the worlds #1 cloud automation platform, delivering intelligent RPA solutions across all industries globally to automate end-to-end business processes, for the fastest path to enterprise transformation. The company offers the worlds only cloud-native platform combining RPA, artificial intelligence, machine learning, and analytics to automate repetitive tasks and build enterprise agility, freeing up humans to pivot to the next big idea, build deeper customer relationships and drive business growth. For additional information, visit www.automationanywhere.com .

Our opportunity:

Our customer support team is now hiring a specialized group of SMEs to provide concierge level service to some of our customers here in the U.S. Youll respond to customers through phone/ email inquiries and perform required technical troubleshooting steps based on the issues within the scope of support. Youll record, track, and document the problem-solving process all the way through to the final resolution. Use logical reasoning to analyze a situation and make use of available debug utilities. Escalate issues (when required) to the appropriate channel, test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved.

If youve wanted to work in the RPA industry and gain experience working with the industrys top cloud platform, this role could be for you! Well provide the training on our products to make you successful on day one.

Location: Dallas, TX - flexible to work from office as needed

You will make an impact by being responsible for:

  • Taking ownership of support tickets and customer communication

  • Owning the responsibility of all client communication for swarmed tickets

  • Working with required L3 engineer and ensuring the logical conclusion of the ticket when they are unable to solve within the stipulated time

  • Working with the Escalation Engineer over escalated tickets

  • Issuing an understanding and impact analysis during problem identification (Severity validation) and identifying affected components

  • Searching KBs, support tickets, documents for relevant solutions for the reported issue

  • Creating a plan of action, requesting and reviewing all required details like the screenshot, all application logs, event viewer logs and diagnostic utility result (if needed) before having a meeting with the customer

  • Uncovering, logging and reporting issues such as bugs or enhancements. Communicating resolution to customers

  • Being responsible for KBs and RCAs for the non-swarmed issue

  • Identifying and learning old and new software features supported by the organization

  • Developing FAQ and Knowledge Base articles to aid in problem resolution

You will be a great fit if you have:

  • 2+ years with technical troubleshooting/ debugging experience, programming experience, knowledge in database and SQL queries

  • Bachelors Degree in Computer Science, Information Technology or Engineering preferred

  • Advance knowledge of Windows/Linux systems, fair understanding of code flow ( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting)

  • Advanced knowledge of databases and scripting

  • In-depth Knowledge about browsers (MS Internet Explorer and equivalent)

  • Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite

  • Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture

  • Hands-on experience working with ticketing tools and SLA governed environment

  • Hands-on experience working with fixes at the product level, including installing and upgrading software

  • Basic knowledge of macros

  • Basic knowledge on Cluster and Active Directory

You excel in these key competencies:

  • Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits

  • Collaboration skills, working in a team environment

  • Strong oral and written communication, with the ability to adapt to the targeted audience

  • Ability to handle multiple projects and assignments concurrently while maintaining high levels of quality and effectiveness

  • Ability to think critically, question assumptions and devise solutions to challenging technical problems

  • Self-motivated, persevering, and capable of working with minimal supervision

Why Automation Anywhere?

At our company each person brings their unique talents to work as a team and make a difference.

As the leader in Robotic Process Automation (RPA), we provide a very compelling product where our teams are breaking new ground every day and given an environment to grow their skills and have fun along the way. Our technology is the game changer, and our people give us the edge to better our world and go be great!

Automation Anywhere is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

#LI-JS1

Equal Opportunity Employer Automation Anywhere is an equal opportunity employer M/F/D/V. We want to have the best available persons in every job. We will not discriminate in our employment practices due to an applicants race, color, creed, gender, religion, marital status, age, national origin and ancestry, physical or mental disability, medical condition, sex, genetic information, sexual orientation, military and veteran status or any other category protected by law.

Posted
06/21/2022
Salary Range
$68,000.00 - $84,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Dallas, TX, 75215, US