Alphalake Ai is a managed automation and AI services company driving digital health transformation. We specialise in intelligent automation, RPA, data and decision making science, AI app development and remote working solutions, with our biggest customer being the NHS. We support our customers in four key areas:
- DATA CONSULTING
- INTELLIGENT AUTOMATION
- MODERN HEALTHCARE
- SERVICE EXPERIENCE
We are an established start-up, working as a tight-knit team across the UK, UAE, India and Australia. Now entering our third year, we are getting some real momentum. As a health technology service company, we are working hard to deliver much needed efficiency in these challenging times. As demand for health services grows, we are investing in our team to grow the business and do our part to improve health equity through technology.
Description of the Opportunity
Product Development - You will play a key role in developing our innovative interoperability and AI-powered automation platform in healthcare. Working on our Healthcare Data Connectors, you will possess a foundation level understanding of API integration, preferably with some direct experience of integrating and working with APIs.
Client Technical Support - Robotic Process Automation (RPA) Technical Support - 1st and 2nd Line Support:
For supporting our Robotic Process Automation (RPA) bot implementations, understanding of RPA with any experience of building/scripting bots seen as an advantage. Role requires the successful candidate to be able to be on-call between the hours of 09:00 and 13:00 Australia Eastern Standard Time (AEST). This "follow-the-sun" support model ensures Alphalake customers receive the best level of 24/7 support services, eradicating the need for night shift work, which doesn't conform to Alphalake's employee wellbeing standards. You will liaise closely with our 3rd Line Support Engineers and Solution Architects in the UK and India, escalating issues and dealing with client comments, managing the support ticket on our Service Desk system in accordance with company policy.
Client Technical Support - Dispatching Engineers and Parts - 1st Line Support:
The work includes 1st Line Support, dispatching IT hardware support engineers to customer sites in line with pre-agreed Service Level Agreements (SLAs) and ordering replacement hardware parts for Servers, Data Storage systems and Network switches. Someone to troubleshoot as a "1st line" responder and dispatch. The 09:00 and 13:00 AEST support role will also work closely with our UK and India team to support our RPA, Chat-bot and API Connectors. You will liaise with the Customer Success Managers in the UK and India, keeping them abreast of anything happening with their clients, managing the support ticket on our Service Desk system in accordance with company policy.
There is an exciting entrepreneurial opportunity within this role, which involves the successful candidate being able to work on identifying the strong need for our healthcare automaton platform and partner AI solutions in the Australian healthcare sector.
In addition to helping the business grow its follow-the-sun support model in IT, RPA and No-Code Process Automation, as described in more detail below, the Part Time role would present the opportunity to become the first Full Time team member in Alphalake Australia. This presents an exciting opportunity to be the first into the team as we launch our exciting healthcare AI and automation technology company and brand in Australia.
You will be required and supported to build your personal brand profile on LinkedIn and Twitter to help promote the work of Alphalake in this new geographic market and more generally help the Directors in Australia and the international founders to market Alphalake's services together with our technology partners. You will grow a business network of healthcare technology influencers and budget owners to drive business opportunity in healthcare transformation.
Alongside the opportunity to become an ambassador and business development person in Australia, the existing Part Time role will involve being part of our international product development team to further develop our innovative chatbot, a first of its kind digital assistant for healthcare running in Microsoft Teams and build workflow "recipes" suitable for healthcare using our partner platform, Workato, which we are bringing into the Australian Healthcare market.
Summary of the Role
- The primary responsibility is to attend inbound calls for customer support from the existing customers
- Analyse the technical issues and resolve the queries of the customers within minimum TAT
- Timely update to the 1st Line Support Engineers, in case there are any issues unresolved
- Support the Robotic Process Automation implementation
- Build / Script bots for the process
- Liaise with the 3rd Line Support Engineers in UK and India for the client requirements
- Track the client ticket logs and submit the report on a weekly basis
- Assist with despatching the Hardware requirements to the client sites
- Manage the support ticket on the Service Desk system in accordance with the company policy
Keep the Customer Success Managers abreast of any new requirements from the clients
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Qualifications and Skills
- Technical or any graduate with prior technical expertise
- Preference for Ruby and JSON languages
- Prior experience in customer services would be preferred
- Excellent communication skills. Chat work experience will be seen as an advantage
- Knowledge with HPE Servers, Cisco Switches will be seen as an advantage, though not necessity as training will be provided
Summary of Requirements
- Relevant experience in International Customer Support through Chat/Email with good basic technical skills
- Ability to work well independently and strong attention to detail required
- Effective probing skills and analysing/understanding skills required
- Ability to determine the best course of action based on extremely complex issues in a time-pressured environment
- Ensures perfection in service levels. Ensures deadlines and targets are met
- Promote goodwill and a positive image of the Company
- Problem solving skills with customer centric approach. Demonstrated proficiency with written English
- Committed to creating a dynamic work environment that values customer focus, and innovation
Provide excellent customer service to our customers
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You will be given a Test Assignment to work on the Connectors and Alphabot Chatbot post completing a one day training with our Solution Architect. You will be expected to complete the assignment in 3 weeks.
