Enterprise Automation Specialist
Há 4 dias
We are seeking an experienced Enterprise Automation Specialist to join our team at BotCity. As a key member of our automation team, you will be responsible for ensuring customer satisfaction through fast, quality technical support and a stellar customer experience.
Responsibilities- Technical Support: Provide first-level technical support to customers via videoconference, email, and chat, resolving issues related to software applications and services.
- Troubleshooting and Resolution: Diagnose, troubleshoot, and resolve hardware, software, and network issues by collaborating with internal teams and utilizing support tools.
- Documentation and Tracking: Document and track all customer interactions, issues, and resolutions in the support ticketing system, ensuring timely follow-up and closure.
- Solution Ownership: Own the solution to tickets end-to-end, escalating complex issues to higher-level support or development teams, providing detailed information, and following up until resolution.
- Knowledge Base and Training: Develop and maintain knowledge base articles, FAQs, and technical documentation to assist customers and internal team members.
- Relationship Building: Build long-lasting relationships with developers and other technical users.
- User Training: Conduct user training sessions and webinars to improve customer knowledge and product utilization.
- Feedback and Insights: Provide feedback to the Product, Customer Success, and other internal teams to enhance the company's offerings.
- Strategic Planning: Contribute to BotCity's strategic plan; provide insights into technical support best practices, challenges, and lessons learned.
- Bachelor's Degree: Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, or a related field.
- Technical Experience: Proven experience (2+ years) in a technical support or helpdesk role, providing support for software applications.
- Python Experience: Robust experience coding in Python.
- RPA Experience: Relevant hands-on experience with Python RPA and Intelligent Automation projects.
- Problem-Solving Skills: Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively and efficiently, escalating when needed in a timely manner.
- Communication Skills: Excellent written and verbal communication as well as good relationship-building skills.
- Support Tools: Experience with support tools and ticketing systems such as, but not limited to, Zoho, Zendesk, and Jira.
- Software Proficiency: Experience working with MS Office/Excel, Google Suite, Notion, Slack.
- Travel Requirements: Ability to travel as needed to meet the team.
- Language Skills: English - Advanced (Reading, Comprehension, and Writing).
- Technical Consulting: Prior experience with technical consulting and software implementation.
- BotCity Products: Experience working with BotCity products.
- Global Teams: Experience with providing technical support to global teams.
- Training Materials: Ability to create and deliver technical training materials and user guides.
- Startup Environment: Prior experience in an early-stage, high-growth, and fast-paced startup environment.
- Spanish Language: Spanish - Advanced (Reading, Comprehension, and Writing).
- Competitive Salary: $80,000 - $100,000 per year.
- Paid Time Off: 30 days per year.
- Remote Work: 100% remote and flexible hours.
- Global Team Opportunities: Opportunity to work in a global team with teams in San Francisco and São Paulo.
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