Business Analyst
Remote Recruitment
Solution Consultant, Python Automation
BotCity
full-time
Posted on:
Origin: • 🌎 Anywhere in the World
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
PythonRPA
About the role
- 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 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 ability to diagnose and resolve technical issues and escalate when needed.
- Excellent written and verbal communication skills and relationship-building abilities.
- Experience with support tools and ticketing systems such as Zoho, Zendesk, and Jira.
- Experience working with MS Office/Excel, Google Suite, Notion, Slack.
- Ability to travel as needed to meet the team.
- English - Fluent.
- Preferred: Prior experience with technical consulting and software implementation.
- Preferred: Experience working with BotCity products.
- Preferred: Experience providing technical support to global teams.
- Preferred: Ability to create and deliver technical training materials and user guides.
- Preferred: Prior experience in an early-stage, high-growth, and fast-paced startup environment.
- Preferred: Spanish - Advanced (Reading, Comprehension, and Writing).
