Support Engineer 1 - WMS/Warehouse management System

1 Hour ago • 2-4 Years

Job Summary

Job Description

The Support Engineer will provide excellent customer experience and solution support to BY Customers. This includes resolving complex customer issues, demonstrating high technical expertise, and owning customer solutions. Responsibilities include owning and resolving cases, documenting learnings, replicating and maintaining customer environments, maintaining knowledge of customer solutions, maintaining a sense of urgency, acting as a Techno-functional POC, and utilizing instant messenger and other tools. The role involves working in shifts and being flexible with timings, as well as improving Customer Satisfaction and contributing to team goals. The candidate must possess excellent communication and interpersonal skills.
Must have:
  • 2-4 years of experience in Supply Chain, SaaS, WMS, Cloud Tech
  • Understand and resolve customer issues – Cloud/SaaS
  • Read and understand product source code or design documents
  • Own and resolve all cases for global customers, adhering to SLAs
  • Document learnings and create knowledge articles
  • Replicate and maintain customer environments
  • Maintain knowledge of customer solution and customization
  • Maintain sense of urgency with customer interactions
  • Act as Techno-functional POC for all cases
  • 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 solutions
  • Identify areas of improvement and scope of automation
  • Help in meeting team level goals and be a team player
  • Improve Customer Satisfaction through departmental metrics

Job Details

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

What we are looking for:

  • 2-4 years of experience in Supply Chain, Saas, WMS, Cloud Tech.
  • 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 closureIdentify 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.

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About The Company

We are a proven, passionate bunch of disruptors. Our work is all about tapping into your potential so we can deliver the best solutions and customer experiences on the planet. Collaboration, respect, and a great work-life balance earned us the title of "Best Place to Work- Employees' Choice" by Glassdoor. Our people are smart, creative, rock stars with over 400 patents and 10,000 people years of domain expertise. Blue Yonder is the world leader in digital supply chain and omni-channel commerce fulfillment. Our intelligent, end-to-end platform enables retailers, manufacturers and logistics providers to seamlessly predict, pivot and fulfill customer demand. With Blue Yonder, you can make more automated, profitable business decisions that deliver greater growth and re-imagined customer experiences. Blue Yonder - Fulfill your Potential.™

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