Technical Support Engineer (Korean)

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Join our dynamic team as a Support Engineer where you'll be at the forefront of ensuring seamless customer experiences. As the primary point of contact for support tickets, you'll take ownership of each case, utilizing your problem-solving skills to provide timely resolutions. Collaborating closely with senior engineers, you'll navigate complex issues, conducting thorough analyses and identifying affected components to deliver effective solutions. With a keen eye for detail, you'll meticulously gather and review all necessary information, ensuring comprehensive understanding before engaging with customers. Your role will also involve proactive communication, sharing action plans with customers to maintain transparency and manage expectations. If you're a tech enthusiast with fluency in Korean and English, eager to embark on a career in technical support, this opportunity is perfect for you. Whether you're a recent graduate or have some technical experience, we provide comprehensive training to help you excel in this role. Join us and become a key player in delivering exceptional customer service in with a leader in Intelligent Automation!
 

You will make an impact by being responsible for: 

• Taking ownership of the Support Tickets and customer communication
• Working with required Sr. Engineer and ensuring the logical conclusion of ticket when they are unable to solve the ticket within the stipulated time     
• Issuing understanding and impact analysis during problem identification - Severity validation     
• Identifying affected components  
• Searching KBs, support tickets, documents for relevant solutions for the reported issue   
• Requesting and reviewing all required details like screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with customer   
• Capturing self-analysis over the ticket, creating internal and external notes
• Noting swarm details (using swarm template) to be filled with proper log analysis 
• Sharing plan of action with the customer before scheduling a meeting with customer  
• Completing mandatory Product/process training on time

You will be a great fit if you have: 

• BA/BS degree in Sciences or Engineering, with Computer Science or Computer Engineering background preferred
• 0-2 years of technical experience – we will train you!
• Korean and English fluency required – spoken and written
• Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite
• Knowledge of LAN, WAN, WLAN technologies and network protocols such as TCP/IP, DNS, DHCP, VPN, etc. preferred
• Good Understanding of Linux/Unix will be an added advantage 

You excel in these key competencies: 

• Strong problem-solving and multi-tasking skills 
• Good understanding of phone / email etiquette / ability to establish call control  
• Comprehension – Ability to clearly understand the problem statement  
• Strong customer service focus – “Active Communication” skills with ability to empathize with the customer and prioritize customer needs

Ready to Revolutionize Work? Join Us.

This is an opportunity to work with a global, passionate team pioneering technology that’s redefining the way people work, everywhere.  Join us and discover the many ways that you can have an impact, achieve your potential, and go be great.

Job Segment OR Key Words: SaaS, Customer Support, Support Tickets, Project Management, Intelligent Automation

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