Company Description:

Apexon is a digital-first technology services firm backed by Goldman Sachs Asset Management and Everstone Capital. We specialize in accelerating business transformation and delivering human-centric digital experiences. For over 17 years, Apexon has been meeting customers wherever they are in the digital lifecycle and helping them outperform their competition through speed and innovation.

Job Description & Qualifications:

The Technical Support Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team. As a team lead, this position will partner with the RPA Run Lead to deliver exceptional support to customer through phone, email, and chat. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The Technical Support Team Lead will work within the Intelligent Automation Service Line and would report to the Principal Architect-IA.

Responsibilities:

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions
• Regularly monitor BOT for any failure
• Check logs on a daily basis for any error
• Analyze the issues identified and fix based on L2/L3 responsibilities
• Work on developing small bug fixes and enhancements
• Collaborate with various SME’s, technical & functional teams for issues
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Implement any necessary preventive measures to reduce customer faults and issues
• Review all technical support related processes and documentation for continuous   Improvement
• Assist in the creation and implementation of customer self-service material and tools
• Proven people management and leadership skills
• Excellent communicator, both oral and written
• Able to multi-task efficiently under time pressure
• Able to work with cutting edge technology and assimilate information rapidly
• Readiness to work on overlap of 4-5 hours in the US Timings
• Readiness to work from an Apexon Office (Chicago/Detroit/New Jersey or Plano)

Experience:

• Mandatory – UiPath Advanced developer Certified.
• Ideal: 5 years’ experience in Bot Development using UiPath
• At least one year development experience in Automation Anywhere V11 or V360 is also a must
• Must have worked on at-least one support tool (Service Now, Jira etc)
• Must have BOT support exp for at-least 3 years
• Hands on Database concepts such Write/modify SQL Queries & Database connection.
• Good understanding of programming concepts and a programming background in any coding language, preferably .Net or Python.
• Good understanding of various automation components and features in RPA
• Should be analytical and able to improvise configuration / coding to new situations to work independently
• Should be flexible, energetic, and capable of making sound project decisions, Self-motivated team player, action and results oriented
• Should possess strong communication skills

Education:

• Bachelor's Degree in Engineering/ Computer science or Equivalent?

Disclaimer:
If you feel that this is a good match for your skillsets, please submit a current word version of your resume along with a cover letter describing your skills, experience and salary expectations. We are an Equal Opportunity Employer (EOE).

Job Location: Any, United States and anticipated client sites across the US. Must be willing to travel and/or relocate domestically.

Job Duration: Full-Time, Mon-Fri, 40 hours per week.

Mail Resume to: Rhonda Wallace, Infostretch Corporation, 3200 Patrick Henry Drive, Suite 250 Santa Clara, CA. 95054. REF: ISC-3