Solutions Engineer working with financial institutions to simplify regulatory compliance using AI - driven SaaS solutions. Collaborating with sales and delivery teams to meet client needs for risk management.
About the role
- Solutions Consultant providing technical support and customer training for BotCity's Intelligent Automation platform. Ensuring customer satisfaction and contributing to strategic growth plans in a global remote setting.
Responsibilities
- Provide first-level technical support to customers via video conference, email, and chat, resolving issues related to software applications and services.
- Diagnose, troubleshoot, and resolve hardware, software, and network issues by collaborating with internal teams and utilizing support tools.
- Document and track all customer interactions, issues, and resolutions in the support ticketing system, ensuring timely follow-up and closure.
- 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.
- Develop and maintain knowledge base articles, FAQs, and technical documentation to assist customers and internal team members.
- Build long-lasting relationships with developers and other technical users.
- Conduct user training sessions and webinars to improve customer knowledge and product utilization.
- Provide feedback to the Product, Customer Success, and other internal teams to enhance the company’s offerings.
- Contribute to BotCity's strategic plan by providing insights into technical support best practices, challenges, and lessons learned.
Requirements
- Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, or a related field.
- Proven experience (2+ years) in a technical support or helpdesk role, providing support for software applications.
- Robust experience coding in Python.
- Relevant hands-on experience with Python RPA and Intelligent Automation projects.
- Strong problem-solving skills with the ability to diagnose and resolve technical issues effectively and efficiently, escalating when needed in a timely manner.
- Excellent written and verbal communication skills, as well as good relationship-building abilities.
- Experience with support tools and ticketing systems such as (but not limited to) Zoho, Zendesk, and Jira.
- Experience working with MS Office/Excel, Google Suite, Notion, Slack.
- Ability to travel as needed to meet the team.
- Portuguese and English - Fluent.
- Prior experience with technical consulting and software implementation.
- Experience working with BotCity products.
- Experience with providing technical support to global teams.
- Ability to create and deliver technical training materials and user guides.
- Prior experience in an early-stage, high-growth, and fast-paced startup environment.
- Spanish - Advanced (Reading, Comprehension, and Writing).
Benefits
- N/A
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