UI Path Engineer

Cape Town / Hybrid

A Global company and the leading independent UK customer experience solution supplier works with leading brands and partners across the globe, helping them to build high-quality, secure, robust platforms and solutions. 

We provide expertise and solutions that our customers’ need to respond to the ever-changing world. Our powerhouse products and expertise are mainly around creating state-of-the-art real-time communications platforms, and contact centre system integration.  As a company, we love what we do. We love to learn, we love to experiment, and we love to build the best products, deliver the customer experience we can using the best tools we can find and build. We're brave, we work hard and at our core we are about quality.  We want to be challenged and be encouraged to 'dare'. We have a strong problem-solving engineering background and ‘can-do’ attitude, which remains at the centre of everything we do.  

We are currently looking for a passionate and enthusiastic RPA Engineer to join our Support Division in Cape Town, South Africa. 

We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.

Key Responsibilities:

You will oversee the overall product support for discrepancies/bugs/ enhancements/customer education for our Robotic Process Automation software through standard channels email and ticketing tools. Help Top customers with the technical tickets. Feedback to the product team.

You will work as part of a distributed, global team, providing advanced second, third- and fourth-line technical support to company’s solutions, Products and Custom Applications. You will remediate service affecting incidents and fulfil internal and external service requirements, whilst gaining experience of a variety of waterfall and agile deployment approaches. 

• Acts as a technical authority, coordinating complex technical investigations and support other second line internal and external third party resolver groups within escalation timelines to support colleagues and meet SLA targets.
• Inputs accurate and detailed information to all support management tools punctually to meet quality standards for service delivery.
• Conducts communication with customers and colleagues professionally and courteously throughout support request fulfilment to meet CSAT objectives
• Compose and implement Change Requests on customer and internal systems to meet change deliverables.
• Committed to continual self-development and learning to maintain intermediate skills and knowledge required to deliver company’s support services.
• Reviews and updates existing technical design documentation to support services delivery and to support the transition management process.  
• Always seeks to identify more innovative ways of working that create increase in effectiveness.  
• From time to time you may be assigned any other reasonable duties and responsibilities by your manager or other such person(s) acting as your manager.