Informacje o stanowisku

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Ability to log and respond to customer support requests via phone, e-mail, and web interface. Act as product technical liaison between support and development teams. Communicate technical product and solution expertise to internal and external customers. Exhibit a commitment to customer service while building customer partnerships. Expertly utilize support tools to expedite case resolution. Follow operational guidelines for interacting with other associates. Fully document all case interactions and author Knowledge Base solutions. Provide updates and case statuses to customers and management. Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration. Use customer service, communication and problem-solving skills to solve inquiries from BY customers. Work as a support team member utilizing technical skills and product expertise to help resolve customer product issues.

Responsibilities:

• Deliver excellent customer experience by resolving customer issues mostly of high complexity.
• 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 make a positive impact on 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.

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 issues resolution.
• Proactive support and operations improvement ability.
• Solution architecture, deployment, and automation skills.
• Fluent English language for effective client communication.
• Knowledge of an additional European language (e.g., German, French, Italian).

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.

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.

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