Account Representative, Bot Support - Global

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Act as the main technical liaison for designated client accounts.

• Oversee and facilitate the remote installation of automation solutions within client settings.

• Set up environments, credentials, permissions, and connectivity configurations necessary for implementation.

• Assist pharmacy clients throughout the deployment, validation, onboarding, and transition processes via screen-sharing and live support sessions.

• Track production automation activities, queue health, scheduled jobs, and execution performance.

• Resolve issues by analyzing logs, determining root causes, restarting services, or escalating engineering concerns as required.

• Foster strong ongoing client relationships through prompt communication and effective issue resolution.

• Document implementations, recurring problems, troubleshooting procedures, and client-specific operational notes.

• Raise platform or engineering issues with detailed reproduction steps and supporting logs.

• Take part in an on-call rotation for after-hours and weekend support coverage.

• Coordinate issue handovers across time zones with U.S.-based colleagues.

⛳️ Requirements

• 2–4 years of experience in technical account management, IT support, technical operations, customer success, or systems administration.

• Strong troubleshooting and problem-solving abilities, with a knack for tracing issues back to their root causes.

• Experience in supporting Windows desktop/server environments, scheduled tasks, services, or networking principles.

• Exceptional written and verbal communication skills in English.

• Comfortable leading screen-sharing sessions and engaging directly with U.S.-based clients.

• Strong organizational skills, capable of managing multiple client issues at once.

• Reliable home office setup with stable internet and power supply for remote support duties.

• Willingness to participate in an on-call rotation, including occasional weekend availability.

• Nice to Have:

• Familiarity with RPA or automation platforms (UiPath, Automation Anywhere, Blue Prism, Power Automate, etc.).

• Previous experience in a client-facing technical support or technical account position.

• Knowledge of remote support tools (TeamViewer, AnyDesk, ScreenConnect, RDP).

• Scripting experience in PowerShell, Python, or similar languages.

• Exposure to ticketing systems such as Jira Service Management, ServiceNow, or Zendesk.

• Basic SQL knowledge for troubleshooting data or automation outputs.

• Experience in healthcare, pharmacy, or regulated operational environments.

🏝️ Benefits

• $10 USD/hour.

• Remote-First Environment.

• Paid Time Off.