Informacje o stanowisku

Blue Yonder’s Support Engineer will be responsible for working with global functional & technical teams under various customer engagements to gather and understand the technical/functional reported issues/problems and drive towards solutions and fixes. The individual will work with regional support in our designed products/solutions to efficiently satisfy business requirements, while balancing complexity to ensure processes are supportable and meet customer satisfaction.

Responsibilities:

• Provide excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation.
• Act as POC for support cases.
• Deliver excellent customer experience by resolving customer issues.
• Engage early in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives.
• Collaborate positively with TAM and support consumption/adoption improvement plans.
• Achieve high customer satisfaction and positively impact NPS scores by displaying end-to-end ownership, engagement, and proactiveness.
• Ensure adherence to SLA/SLO, quality standards, and practices.
• Implement monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D) tools.
• Continuously improve solution stability by early detection and resolution, as well as outflow and recurrence prevention of incidents.
• Interact with internal and external stakeholders and report to management.
• Document learnings and create knowledge articles for repeated cases.
• Possess SQL knowledge.
• Knowledge of other European languages, e.g., German, French, and Italian.

Requirements:

• DBMS (e.g., SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures, etc.
• Code debugging in relevant programming languages, where applicable.
• IT/SAAS application support - Take ownership of customer and/or system-raised issue resolution.
• Proactive support and operations improvement ability.
• Fluent English language skills for effective client communication.
• Excellent organization and documentation skills.
• Meticulous planning with attention to detail and multi-tasking skills.
• BE/MCA/Master’s level degree/professional qualification and experience in an application/technical support role will be an advantage.
• PL/SQL knowledge.

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.

Diversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonders inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.

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