Scope
Core responsibilities is required to:- Provide excellent customer experience and solution support to Blue Yonder customers with end-to-end ownership, proactive and innovative approach- Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.- Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service-- Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team- Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
Overview
- Leading AI-driven Global Supply Chain Solutions Software Product Company and one of Glassdoor's Best Places to Work
- Seeking an astute individual that has a strong technical foundation with the additional ability to be hands-on with the broader engineering team, and deep knowledge of industry best practices.
Our Current Technical Environment
- Webservers IIS, Tomcat
- Cloud Architecture: MS Azure (Application gateway, Virtue Networks, Event Hub, Azure AD)
- Frameworks/Others: SQL, RDBMS, ASP.Net, Java, Python
What You'll Do
- Be part of Solution transition to Support
- Work with Product Development in order to resolve customer adoption and consumption issues.
- Work with Product Development in cases where customer's requirements are generic and is a good fit for the products future state.
- Understanding of Database structures. Understanding of various functional platforms and infrastructures.
- Understands Blue Yonder product suite to convey relationships and touchpoints to the customer.
- Responsible for the quality service, including communication, resolutions, and case content.
- Maintain customer satisfaction - level of service, monitor SLA compliance
- Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
- Manages the day-to-day team activities to ensuring adherence of operational guidelines.
- Adherence to department and company operational guidelines, meet organization and personal goals.
- Work in shifts on rotation basis. Be On-Call over weekends on rotation basis
- Expertly utilizes support tools (JIRA, Service Now.) to expedite case resolution
- Provides functional and/or technical support during a customer's product implementation and go-live periods.
- Understands business features and functionality to be provided by the product.
- Proactively strives to add value to the service delivered keeping in mind the underlying customer's needs. Is aware of the financial implications of his/her actions and act appropriately
- Willing to learn new things and take on challenges provided with positive outlook. Look forward for every new opportunity as learning opportunity
What We Are Looking For
- BE/B tech degree with minimum 3 years of hands on experience in SQL, PLSQL database.
- Ability to solve complex queries and strong debugging skills.
- 2-4 years overall experience.
- Experience in supply chain and SaaS.
- Minimum 2 years experience in external stakeholder management and customer handling.
- End to End incident handling and support.
- Ready to work in shifts.
- Good communication.
- Cloud exposure is a plus.
Our Values
If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers. Does your heart beat like ours Find out here: Core Values
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
