Escalation Lead IMEA

Automation Anywhere

Bangalore, IN
  • Job Type: Full-Time
  • Function: IT
  • Post Date: 04/20/2021
  • Website: automationanywhere.com
  • Company Address: 633 River Oaks Parkway, San Jose, CA, 95134

About Automation Anywhere

Automation Anywhere empowers people by freeing them from repetitive, manual tasks, and making end-to-end business processes more efficient and productive.

Job Description

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with intelligent software bots – AI-powered digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience, and more engaged employees. The company offers the world's only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics to help organizations rapidly start and scale their automation journey from the front office to the back office to every office. Its Bot Store is the world's first and largest marketplace with more than 1,100 pre-built, intelligent automation solutions. Automation Anywhere has deployed over 2.6 million bots to support some of the world's largest enterprises across all industries in more than 90 countries. For additional information, visit www.automationanywhere.com

Automation Anywhere is a global leader in Robotic Process Automation (RPA), empowering customers to automate end-to-end business processes with software bots – digital workers that perform repetitive and manual tasks, resulting in dramatic productivity gains, optimized customer experience and more engaged employees. The company offers the industry leading web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning and analytics right out of the box, to help organizations rapidly start and scale their process automation journey. Its Bot Store is the world's first and largest marketplace with more than 850 pre-built, intelligent automation solutions. With a global network of 1,900 partners, Automation Anywhere has deployed over 2.1 million bots to support some of the world’s largest enterprises across all industries. For additional information, visit www.automationanywhere.com.
  • Responsibilities:

    • Act as the primary interface for local escalation management with regards to customer escalations.
    • Prioritize & drive escalations with Continuing Product Development (CPD) to ensure visibility, traction, and ultimate closure.
    • Ensure the customer s voice is heard throughout the escalation
    • Set correct expectations and drive relief and resolution through effective communication.
    • Provide regular regional status updates for all escalated Service Requests.
    • Identify, trend, document escalation trends & collaborate with the Product Support Engineering organization on product defects and trends.
    • Analyze escalation performance metrics.
    • Review and root cause all escalated service requests and use this information to effect continuous improvement within the service delivery teams.
    • Create and maintain lines of communication with field teams (SE, Sales).
    • Travel to customer sites as required.
    • Take an active role on escalated critical customer issues as may be required.
    • The engineer should be flexible to work in any shift as required by the business in the future.
    • The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

    Skills & Requirements:

    • Customer Focus
    • Display a strong sense of urgency
    • Strong written, verbal communication and presentation skills
    • Ability to drive escalations through defined process to resolution
    • 7+ years in technical support preferably of a software product, and ideally an enterprise software product
    • Strong negotiation skills
    • Strong conflict management skills
    • Demonstrated experience influencing people across functional boundaries
    • Demonstrated effectiveness working with global or international operations
    • Ability to work effectively in high stress situations

All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.