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.