Backend Engineer
Clerkie
Python Implementation Specialist
BotCity
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
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 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 (Preferred).
- Experience working with BotCity products (Preferred).
- Experience with 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) (Preferred).
Benefits
- N/A 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
PythonRPAIntelligent Automationtechnical supportsoftware applicationstroubleshootingproblem-solvingtechnical documentationuser trainingsoftware implementation
Soft skills
communicationrelationship-buildingdiagnostic skillscollaborationfeedback provisiontime managementcustomer servicetraining deliveryadaptabilityinsight contribution
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Technologyequivalent practical experience
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