Job Description

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate business processes with intelligent software bots - AI-powered, digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world's only cloud-native, web-based intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics. Automation Anywhere has deployed nearly 3 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For more information about our portfolio, please visit us at www.automationanywhere.com.

Responsibilities

• Manage a world class technical support team to provide the highest levels of customer satisfaction by offering high quality support to Automation Anywhere customers.
• Optimally allocate staff across various solutions, components to ensure coverage across all parameters.
• Train the staff to be self-sufficient, independent and product experts in resolving customer queries and requests.
• Set up workflow / process within the team to ensure all customer tickets are adequately tracked, acted upon and monitored.
• Ensure adherence to pre-determined SLAs agreed with customers in responding to customer tickets.
• Manage communication between various teams within Automation Anywhere to ensure all tickets are closed without any delays and meets customers' expectations.
• Provide reports to track the progress made including metrics and measures for customer support operations.
• Drive team changes in tools and associated logistics (Examples :CRM software, ticketing systems, internal and external knowledge base systems, Infra etc.) to enable provision of the industry's highest quality enterprise support on an efficient basis.
• Take full responsibility for incident, problem management and customer escalation activities.
• Develop and implement processes, procedures and tools to continuously improve operational efficiency, customer satisfaction, and goal attainment.
• Proactively identify and implement process and tool changes based on past experience and root cause analysis
• External customer management, escalations and interaction related to product support.

• Preferred Master or Bachelor's degree in Information Technology, Computer Science or equivalent
• 5+ years experience in directly managing and scaling Enterprise Technical support teams

• Excellent presentation skills
• Windows systems, Visual Studio, C#, IIS troubleshooting experience.
• SQL Database, VB/Java scripting, Excel macros experience preferred.
• Active Directory, Clustering and Virtualization knowledge preferred.
• Strong problem-solving and multi-tasking skills
• Excellent communication skills