Process Automation Specialist

3 weeks ago

London, Greater London, United Kingdom DigitalGenius Full time

Company Overview:
DigitalGenius is a forward-thinking, venture-backed AI enterprise that provides actionable AI solutions and APIs to some of the most prominent and rapidly expanding customer service operations globally. Our team is composed of dedicated and industrious young professionals focused on achieving excellence in customer experience within the E-Commerce sector. We operate with a diverse team located across various regions, including the UK and EU.

Position Summary:

The Process Automation Specialist will be an integral member of our newly established Automation Engineering division within Service Delivery. This role involves the development and upkeep of automation workflows across our accounts in the UK and EU, primarily supporting the Solutions Engineers.

As part of the broader Service Delivery team, the Process Automation Specialist will assist Account Teams with the implementation and continuous support of existing solutions in an Agile framework. Responsibilities include: integration, configuration, deployment, documentation, testing, monitoring, and troubleshooting.

  • Participate in sprint ceremonies to prioritize and assess support requests from account teams.
  • Design, integrate, and enhance automation workflows for customer service utilizing our Visual Flow Builder.
  • Ensure prompt resolution of client issues by managing multiple technical support inquiries.
  • Document and maintain records of technical configurations and processes.
  • Engage in internal initiatives aimed at enhancing Service Delivery processes.
  • Identify and relay potential product improvements to our Product team.

Qualifications

Essential:

  • Proven experience in developing automated process workflows.
  • Strong organizational and project management capabilities.
  • Exceptional communication, analytical, and critical thinking skills.

Desirable:

  • Proficiency in coding.
  • Minimum of 2 years of experience in the SaaS sector.
  • Familiarity with Customer Service CRMs (e.g., ServiceCloud, Zendesk, Freshdesk, Gorgias).
  • Experience with Order Management Systems (e.g., Shopify, CommerceCloud, Magento).
  • Knowledge of APIs and integration development.
  • Experience working in an Agile environment.
  • Interest in AI and Machine Learning concepts.

Perks and Benefits

  • Competitive salary package.
  • Membership access to WeWork for remote employees.
  • Annual company-wide week off, in addition to the vacation policy.
  • Birthday leave, in addition to the vacation policy.
  • Monthly fitness allowance.
  • Opportunity to explore and implement your own ideas.
  • A supportive environment for skill development without bureaucratic constraints.

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