Client Support Engineer

2 weeks ago

Sahibzada Ajit Singh Nagar, India VALENTA Full time

Shift type : General shift

Work mode : Hybrid

Location : Bangalore / Mohali / Mumbai / Vapi / Nashik / Vizag

Experience : 2 to 4 years

Role Overview :

The Client Support Engineer will be responsible for providing technical support and troubleshooting for clients using Robotic Process Automation (RPA) solutions and bots.

This role involves collaborating with customers to resolve issues, optimize bot performance, and ensure smooth deployment and operation of RPA solutions.

The ideal candidate will have technical expertise in RPA platforms, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

Key Responsibilities :

Technical Support & Troubleshooting :

- Serve as the first point of contact for customers seeking technical support for RPA and bot-related issues.

- Diagnose and troubleshoot issues with RPA workflows, bots, and related systems.

- Analyze root causes of problems, recommend solutions, and assist in their implementation.

- Collaborate with internal teams (development, product) to address escalated issues or complex problems.

Bot Performance Monitoring & Optimization :

- Monitor the performance of bots deployed across various client environments.

- Provide proactive recommendations to optimize the performance, reliability, and efficiency of RPA bots.

- Ensure bots are operating as expected, addressing any failures or inefficiencies quickly and effectively.

Client Training & Guidance :

- Provide ongoing training and technical guidance to customers on best practices for using RPA and bot platforms.

- Assist clients in configuring and deploying bots, ensuring smooth implementation and effective utilization.

- Help customers increase the adoption of RPA solutions by providing insightful tips and tricks for their unique workflows.

Automation Enhancements :

- Work closely with clients to identify automation opportunities and provide suggestions for enhancing RPA workflows.

- Recommend new features, functionalities, or tools to clients to improve automation efficiency.

Documentation & Reporting :

- Maintain detailed logs of customer interactions, issues, and resolutions using support ticketing systems.

- Create and update technical documentation, FAQs, and knowledge base articles to assist clients in self-troubleshooting.

- Provide regular reports on ticket trends, issue resolution times, and client satisfaction.

Collaboration & Escalation :

- Collaborate with RPA development teams to resolve complex technical issues or enhance bot functionality.

- Escalate unresolved or critical issues to appropriate internal teams while ensuring timely follow-up with clients.

Required Skills and Experience :

- Strong understanding of RPA concepts and tools (e., UiPath, Automation Anywhere, Blue Prism)

- Experience in troubleshooting technical issues and providing technical support

- Excellent problem-solving and analytical skills

- Strong communication and interpersonal skills

- Ability to work independently and as part of a team.

- Knowledge of scripting languages (Python, PowerShell) is a plus

- Experience with ITIL or other IT service management frameworks is beneficial

(ref:hirist.tech)

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