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Customer Support Engineer, APAC

Sydney / Australia


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Your Opportunity

Blue Prism is seeking an enthusiastic, motivated individual with excellent oral and written communication skills to join our team of highly skilled support staff.

Primarily responsible for providing world class technical support to Blue Prism customers and partners. The role will be reporting to the Customer Support Manager (Asia Pacific and Japan). As our global customer base expands, the support analyst will also be required to work shift or on-call patterns to provide support for other time zones.

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Our Ideal Candidate

Your Responsibilities:

Responsibilities would involve troubleshooting, analysing technical problems and working with customers and Blue Prism developers to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, you will manage communications with customers at all levels to maintain positive relationships.

Additional responsibilities include but are not limited to the following:

  • Manage customer support technical issues within our Support System on a daily basis, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible.
  • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web.
  • Reproduce product behaviour to determine the problem root-cause and to find work-arounds and solutions.
  • Ability to ensure actions are followed-up in a timely manner and attention to detail.
  • Ability to deal with difficult customer situations.
  • Coordinate with other teams to provide assistance in identifying, reporting and resolving product defects.
  • Author, edit, publish and maintain an on-line knowledge base of known issues/solutions.

Your Experience:

Highly Desireable:

  • 3+ years of experience in a software support or development role
  • A high degree of analytical, trouble shooting and problem-solving abilities
  • Knowledge and ability to troubleshoot current Windows operating systems (WinXP onwards)
  • Understanding of TCP/IP networks and security, LAN/WAN communication and configurations
  • Exposure to basic programming skills with knowledge of VB /.NET/C# an advantage
  • Thorough understanding of and ability to use Microsoft Office suite
  • Knowledge of virtualization technologies (eg Citrix, VMware)
  • Experience with one or more Blue Prism Technology Partner products, such as Appian, IBM Watson, ABBYY, Cyberark

Desirable:

  • SQL programming skills and knowledge of SQL Server.
  • Web Development (eg. Java Script / HTML / HTML5 / PHP) skills
  • Data-interchange development (XML / Soap / JSON) skills
  • Good formal documentation skills

Personal Attributes:

  • Initiative and ability to be productive without supervision
  • Experience in support of software products to include derivation of workarounds and fixes.
  • Excellent attention to detail with a passion for quality with strong written and oral communication skills
  • Ability to recognize problems, gather facts, analyse information with strong deductive reasoning skills
  • Ability to organize multiple work tasks and prioritize them to meet specific deadlines, work under own initiative and respond to peaks in demand
  • Ability to quickly grasp and understand new tasks and ideas and to work well as part of a team
  • Possess a strong desire for self-improvement and advancement with a strong and active interest in IT generally
  • Must be ambitious and prepared to commit to a rapidly growing company through a period of considerable expansion
  • Ability to work constructively together as a team, sharing ideas and resources.
  • Be passionate about delivering high quality service to customers and partners, with a focus on continuous improvement.


*Only Australian citizens and permanent residents.

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Additional Information

Blue Prism is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other characteristic protected by applicable federal, state or local laws.

Blue Prism is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Blue Prism via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Blue Prism. No fee will be paid in the event the candidate is hired by Blue Prism as a result of the referral or through other means.

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