Product Support Experience | 101

Each module is designed to equip you with the skills needed to shape the experience your customers have as a result of seeking UiPath product support. As Product Support Engineers you are often the face of UiPath and are acting as an ambassador of the UiPath brand. The content covered here goes beyond theory so you can get hands-on with interactive scenarios, engaging conversations, and real case examples and reviews. UiPath Values of Humble, Bold, Fast, and Immersed guide your learning to help you take clear ownership of the impact you have with customers as a Product Support Engineer.

Product Support Engineers shape customer perceptions through three factors; Product, Support, and Experience. You'll identify and define clear connections between; how you communicate, how you problem-solve, and how you think holistically as a PSE. This content will equip you to engage with customers in ways that elevate you, your customers, and UiPath.

This content is filled with innovative techniques, hands-on skills practice, and scientific research. 3 Topics set across 9 Modules are completed as a 3-day workshop. Each module equips you to learn about the impact of your role, practice new ways to engage with your customers and apply new techniques as part of more effective case handling. As a result of this workshop, you will gain a deep understanding of how your actions define customer perceptions of you and UiPath as a global company.

Day 1:

Day one focuses on how you communicate, which has a direct impact on how well you and your customer understand each other. This is why you begin with how to write great messages; even if you write very well today your goal is to discover techniques and best practices you can use to communicate even better in writing. This is especially important because your first response email can have a huge impact on the first impression you create with your customer.

When you seek to define the problem as the first step toward case resolution, this content invites you to think differently about the importance of creating accurate definitions of a problem as a critical step before you start working on a case resolution.

Day one ends with a focus on your perceptions of the PSE role and asks you to expand your view of support to see how your actions define customer perceptions of you and UiPath as a company.

Day 2:

Day two deepens your exploration of communication as you translate complicated technical cases into simple statements. The ability to speak simply is an advanced skill and the models shared will equip you to refine even the most complex topics for your customers.

To go beyond an initial description shared by a customer you will apply critical thinking skills to reduce assumptions and increase accuracy. Your ability to think critically improves how you uncover facts and define a problem in detail.

Critical thinking skills help you use a service mindset as you see opportunities to share helpful insights with your customers. With a service mindset, you bring more of your knowledge and expertise to each case to go beyond tactical steps and actions alone.

Day 3:

Day three matures concepts from days one and two and defines important steps related to how you respond to challenges. Proven best practices and important steps help you maintain leadership in complex situations.

Troubleshooting is at the heart of case handling; a linear approach can create blind spots for you and your customer. When you use dynamic troubleshooting you include your customer's perspective, making any resolution more sustainable over time.

The power of dynamic troubleshooting has a direct impact on how you shape the experience, both for your customers and your co-workers. In fact, by day three your ability to communicate, strategize, and collaborate will be much improved. Additionally, how you shape the experience is a lasting set of skills that you'll retain long after completion of this PSE workshop.