Support Engineer 1 - WMS/Warehouse management System

Support Engineer 1 - WMS/Warehouse management System

Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of the “Best Places to Work”.
• Seeking an astute individual who can provide an excellent customer experience and solution support to Blue Yonder Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity.
• Demonstrates high technical expertise as required to support Blue Yonder solution.

Scope:

• Owns customer solution. Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness.
• The team currently comprises of 120+ global associates across US, Mexico, India, Australia, and UK and is expected to grow rapidly.
  

Our current technical environment:

• Software: BY WMS Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL
• Cloud Architecture: MS Azure fundamental
• Programming language: Java, C
  

What we are looking for:

• Be able to understand customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
• Should be able to read and understand the product source code or design document as necessary
• Own and resolve all cases for global customers, adhering to defined SLA’s
• Document learnings and create knowledge articles for repeated cases
• Replicate and maintain customer environments 
• Maintain knowledge of customer solution and customization
• Maintain sense of urgency and swiftness with all customer interactions
• Act as Techno-functional POC for all cases and ensure timely triage and assignment 
• Utilize instant messenger and other tools to collaborate globally
• Ability to work in shifts and be flexible with the timings
• Meet organization and team level goals
• Improve Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until closure Identify areas of improvement and scope of automation on routine tasks or activities
• Help in meeting team level goals and be a team player
• Improve Customer Satisfaction through departmental metrics
• Excellent communication and interpersonal skills to interact with internal and external stakeholders with emphasis on follow through and reporting
• Identify areas of improvement and scope of automation on routine tasks or activities

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.

Experience Level

Mid Level