Get To Know the Team:

The Blue Prism® organization at SS&C is a pioneer, innovator, and market leader in providing a scalable and robust execution platform for best-of-breed AI and cognitive technologies and has emerged as the trusted and secure automation platform of choice. We deliver 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.

Our Ideal Candidate:

• A team player with initiative and the ability to be productive without supervision.
• Has excellent attention to detail with a passion for quality, with strong written and oral communication skills.
• Has the ability to recognize problems, gather facts, and analyze information with strong deductive reasoning skills.
• Has the ability to organize multiple work tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand.
• Has the 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.
• Has the ability to work constructively together as a team, sharing ideas and resources.
• Must be passionate about delivering high-quality service to customers and partners, with a focus on continuous improvement.

Qualifications & Required Skills:

• Excellent written and verbal communication and problem-solving skills are essential.
• A high degree of analytical, troubleshooting, and problem-solving abilities.
• Basic knowledge and ability to troubleshoot currently supported Windows operating systems (servers and clients).
• Basic Windows administration skills with the ability to diagnose Windows system issues using the Windows Event Viewer logs.
• Basic knowledge and understanding of virtualization technologies and platforms (e.g., Citrix, VMware, Hyper-V).
• Basic understanding of and ability to use and troubleshoot the Microsoft Office suite (specifically MS Excel & Outlook).
• Basic understanding of TCP/IP networks and security, LAN/WAN communication, and configurations.
• Good formal documentation skills.
• 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.

Responsibilities:

• Your primary responsibilities involve troubleshooting, analyzing technical problems, and working with the customer and Blue Prism developers to resolve technical roadblocks. You will ensure all issues are resolved or escalated to the proper resources to be resolved 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:
• Managing customer issues within our CRM system.
• Manage customer support technical issues 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 behavior 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 online knowledge base of known issues/solutions.