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Company: Automation Anywhere, Inc.

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Embark on a fulfilling journey with us as a Sr. Support Engineer, where you’ll play a pivotal role in delivering exceptional customer experiences. As the first point of contact for end-user help requests, you’ll take charge of documenting customer information and providing timely responses to inquiries via phone and email. Leveraging your technical expertise, you’ll troubleshoot and resolve issues within our support scope, ensuring adherence to SLAs and meticulous tracking of the problem-solving process. Your proactive approach will involve prioritizing and escalating issues as necessary, while also contributing to the development of FAQs and Knowledge Base articles. With fluency in Japanese and English, along with a degree in Sciences or Engineering, you’ll thrive in our collaborative environment, where strong problem-solving skills and client-facing abilities are highly valued. If you’re ready to revolutionize work and make a meaningful impact alongside a global team passionate about pioneering technology, join us and unleash your potential to go above and beyond!

Location: Onsite daily in our Tokyo office.

You will make an impact by being responsible for:

  • Taking ownership of incoming help requests from end users and document all pertinent customer information
  • Responding to customers through phone/ email inquiries w.r.t products and perform required technical troubleshooting steps based on customer issues within the scope of support
  • Having hands-on experience working with ticketing tools and SLA-governed environment
  • Prioritizing and scheduling challenges. Escalating challenges (when required) to the appropriate channel
  • Recording, tracking, and documenting the problem-solving process all the way through to the final resolution
  • Using logical reasoning to analyze a situation and make use of available debug utilities
  • Identifying and learn old and new software features supported by the organization
  • Having hands-on experience working with fixes at the product level, including installing and upgrading software
  • Testing fixes and BETA versions of the software to ensure reported concern(s) have been adequately resolved
  • Establishing proper course of action to ensure efficient completion of work within prescribed time limits
  • Developing FAQ and Knowledge Base articles to aid in problem resolution

You will be a great fit if you have:

  • BA/BS degree in Sciences or Engineering, with Computer Science or Computer Engineering background preferred
  • 4+ years of technical support experience – Technical troubleshooting/ debugging experience, programming experience, scripting knowledge, good knowledge in database, SQL queries will be added plus
  • Japanese and English fluency required – spoken and written
  • Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite
  • Knowledge of LAN, WAN, WLAN technologies and network protocols such as TCP/IP, DNS, DHCP, VPN, etc.
  • Monitor network performance and troubleshoot network issues using tools such as Wireshark, Fiddler etc.
  • Basic knowledge of Unix-based operating systems (e.g. Linux, Cent-OS)
  • Good experience and exposure to Linux/Unix
  • Basic knowledge of macros
  • Basic knowledge of Clustering and Active Directory

You excel in these key competencies:

  • Strong problem-solving and multi-tasking skills
  • Excellent client-facing skills
  • Good understanding of phone / email etiquette / ability to establish call control
  • Comprehension – Ability to clearly understand the problem statement
  • Strong customer service focus – “Active Communication” skills with ability to empathize with the customer and prioritize customer needs

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere. Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Customer Support, Support Tickets, Project Management, Intelligent Automation

#LI-NB1

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.

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