• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions
• Regularly monitor BOT for any failure
• Check logs on a daily basis for any error
• Analyze the issues identified and fix based on L1/L2/L3 responsibilities
• Work on developing small bug fixes and enhancements
• Collaborate with various SME’s, technical & functional teams for issues
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
  Record and track team SLAs and workflows
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous Improvement
• Assist in the creation and implementation of customer self-service material and tools
• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Readiness to work on overlap of 4-5 hours in the US Timings

Experience:

• Mandatory - UiPath Advanced developer Certified.
• Ideal: 5 years’ experience in Bot Development using UiPath
• Atleast one year development experience in Automation Anywhere V11 or V360 is also a must
• Must have worked on at-least one support tool (Service Now, Jira etc)
• Must have BOT support exp for at-least 3 years
• Hands on Database concepts such Write/modify SQL Queries & Database connection.
• Good understanding of programming concepts and a programming background in any coding language, preferably .Net or Python.
• Good understanding of various automation components and features in RPA
• Should be analytical and able to improvise configuration / coding to new situations to work independently
• Should be flexible, energetic, and capable of making sound project decisions, Self-motivated team player, action and results oriented
• Should possess strong communication skills

Education:

• Bachelor Degree in Engineering/ Computer science or Equivalent

Key Skills

Automation; Coding; Staffing; Analytical; Customer support; Continuous improvement; JIRA; Python; Recruitment

About Company

Skillety is a gig-economy startup crowdsourcing platform.