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Customer Support Team Manager

Warrington / United Kingdom


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Your Opportunity

Our Company:

Blue Prism is a pioneer, innovator and market leader in providing Robotic Process Automation (RPA) software solutions. The company delivers the world’s most successful Digital Workforce. A “Digital Workforce” of software robots that automate mundane, repetitive tasks while meeting the most demanding IT environments, where security, compliance and scalability are necessary to succeed.

Blue Prism provides a scalable and robust execution platform for best-of-breed AI and cognitive technologies and has emerged as the trusted and secure RPA platform of choice for the Fortune 500. Billions of transactions and hundreds of millions of hours of work are executed on Blue Prism robots from renowned companies including Aegon, BNY Mellon, Commerzbank, IBM, ING, Maersk, Nokia, Nordea, Procter & Gamble, Raiffeisen Bank, Siemens, Westpac and Zurich. For more information about Blue Prism (AIM: PRSM), visit www.blueprism.com and follow the company on LinkedIn and Twitter.

About Robotic Process Automation

As the pioneer, innovator and market leader in RPA, Blue Prism delivers the world’s most successful Digital Workforce. The company’s software robots automate transactions and improve operational efficiencies while meeting the requirements of the most demanding IT environments, where security, compliance and scalability are paramount. Blue Prism provides a scalable and robust execution platform for best-of-breed AI and cognitive technologies and has emerged as the trusted and secure RPA platform of choice for the Fortune 500.

Your Opportunity:

Blue prism is currently seeking an enthusiastic, motivated individual to join our team of highly skilled support staff. This position will deal with the exciting day to day management challenges of a highly technical support team. As part of a Global Support team, you will be responsible for managing a team of engineers providing world class technical support to Blue Prism customers and partners as well as helping manage the growth in the region.

Our Ideal Candidate:

  • We are looking for a team player who strives for excellence.
  • You possess excellent communication and customer-relationship skills – responsiveness, sensitivity and diplomacy.
  • You are comfortable working both independently and collaboratively.
  • Your problem-solving skills and technical aptitudes allow you to adapt to new circumstances and learn quickly when facing new problems and challenges
  • You are comfortable to work with a wide range of technologies including VB, Windows, and MS SQL Server.You set an example for good work procedures and practices.

Be passionate about delivering high quality service to customers and partners, with a focus on continuous improvement.

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Our Ideal Candidate

Your Responsibilities:

Drive Customer Loyalty

  • Be Passionate about customer Support. Ensure customer issues are responded to within their service level agreements in a positive and consistent way.
  • Work with the Incident Manger to proactively manage escalated Incidents.
  • Follow-up with dissatisfied customers.
  • Create and implement action plans for resolution of difficult situations.
  • Provide a “Support Welcome” to new key customers.
  • Ensure qualifying customers receive their quarterly meetings and relevant updates.

Manage the team

  • Assist in the recruitment process for new Support Engineers.
  • Review and coach the team in best practices around incident handling, both communications and technical case handling
  • Provide real time feedback.
  • Manage the workload of the Support Engineers to ensure SLAs are met workload is prioritized correctly.
  • Identify team members’ development and training needs.
  • Provide hands-on help by taking incident tickets as required in the event of exceptional workload or staff shortage.
  • Manage team members’ holiday requests & rotas.
  • Drive the team to achieve their corporate objectives.

Improve Productivity

  • Look for ways of reducing the customer effort required when resolving incidents.
  • Constantly review our processes and procedures to look for improvements.
  • Drive ideas for call deflection and self-service.
  • Drive the creation of knowledge assets.
  • Identify problematic areas and communicate these with technical engineers.
  • Provide customer feedback to the appropriate internal teams, such as Product Development.

Your Qualifications:

  • College diploma or bachelor's degree in a technology-related field (or equivalent work experience)
  • 7+ years of industry experience in supporting enterprise software components.
  • Excellent written and verbal communication and problem solving skills are essential.
  • A high degree of analytical, trouble shooting and problem solving abilities.
  • Experience with supporting VB, .net environments is preferred.
  • Ability to work under own initiative and respond to peaks in demand.
  • Strong relationship management skills, establishing empathy with customers through insight into their business drivers and expectations.
  • Ability to work constructively together as a team, sharing ideas and resources.
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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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