Role Description Unifyr is looking for an individual to join our Partner Support team, someone who is passionate about customer service. Support specialists are responsible for triaging, troubleshooting, and resolving support requests from customers and partners. Unifyr believes customer support differentiates us from our competition, and we are looking for a full-time support specialist who is focused on delighting our customers with outstanding support. - The Level 2 Support Specialist will have good knowledge of the company products and existing customer customizations to provide support and solutions. - Analyse technical issues to determine a root cause and resolve these; where necessary, pass the issue to the product development team for more advanced bug fixes. - Escalate and manage tickets within development team sprints. - Work closely with level 1 team members to deliver fast effective resolution to cases. - Ensure the bug-fix and release process is in line with committed fix dates for customer issues. - Create and modify business processes relating to customer support. - Act as customer advocate within the company for their assigned accounts, to ensure that Unifyr achieves excellent customer satisfaction ratings at all times. Secondary role: Operations Manager - Operations Management provides proactive oversight support to all ticketing as the primary contact offering existing case escalation, prioritization, and cross departmental coordination. - The service offers customers a holistic view of cases in action via regular meetings to discuss status and provide feedback. Day-to-Day Responsibilities: - Oversight of Customer Tickets, ensuring smooth progression. - Engaging other teams to update customers and expedite the resolution time. Qualifications - 2+ years’ experience in a customer support role. - Attention to detail, demonstrated follow through and deadline focused. - Fluent written and spoken English. - Enthusiastic about working in a team and motivated by contributing to the team’s success. - Demonstrated flexibility and commitment. - Sound judgment and mature approach to work. - A familiarity with web-based enterprise software. - The ability to multi-task and perform effectively under pressure. - The ability to translate technical analysis to plain English. - Experience working with SQL/RDBMS. - Ability to diagnose technical issues quickly and accurately. - Understanding of coding practices and structure. - Must be legally authorized to work in country of employment. Requirements - BS/BA in Information Technology or related field, or equivalent experience in the software industry (preferred but not required). - Familiarity with Salesforce and/or MS Dynamics (preferred). - Knowledge of HTML5, CSS3, jQuery (preferred). - Experience in the following code is preferred: Java web services for new backend implementations, Frontend: JavaScript, HTML, CSS, Bootstrap, and MS SQL Server – as the database. Company Description

• Deliver high-touch, white-glove support to Amplify Strategic Accounts customers. • Provide technical support to specific Amplify customers via incoming calls, emails, and chat sessions across multiple platforms and systems. • Partner closely with the Strategic Technical Onboarding team. • Create and track support tickets for each issue with high-level detail, log all contacts, properly categorize issues, and follow up appropriately. • Manage a high volume of support tickets while maintaining quality and responsiveness. • Research solutions to customer questions and problems using the Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues. • Collaborate with teammates and other departments when working towards issue resolution. • Demonstrate expertise with Amplify’s suite of products and systems. • Provide actionable insights to improve the strategic customer support experience. • Develop and manage key relationships with strategic customers.

• Troubleshooting, analysing technical problems and working with the customer and Blue Prism developers to resolve technical roadblocks • Ensure all issues are resolved or escalated to the proper resources in a timely fashion • Manage communications with customers at all levels to maintain positive relationships • Managing customer issues within our CRM system • Manage customer support technical issues daily, including verifying issues, isolating and diagnosing the problem, and resolving the issue where possible • Provide technical support to customers, partners, sales engineers and post-sales consultants via telephone, email and the web • Reproduce product behaviour to determine the problem root cause and to find workarounds and solutions • Coordinate with other teams to assist in identifying, reporting and resolving product defects • Write, review and maintain knowledge base articles • Proactively contribute to the correct development of P1 BCS incidents • Support and mentor other team members

• Design and evolve data models and service contracts that scale cleanly and remain stable over time • Build reliable, observable backend services with clear SLOs; instrument, measure, and iterate to improve latency and uptime • Drive performance and correctness across critical flows; prevent regressions with solid testing and reviews. • Collaborate with cross‑functional partners to translate requirements into platform capabilities and ship them end‑to‑end. • Operate services in production; participate in on‑call; learn from incidents to strengthen the platform. • Communicate tradeoffs, risks, and milestones clearly; remove blockers and keep work moving.