Support Engineer 1 - WMS/Warehouse management System

jda; Coimbatore District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

jda is seeking a customer experience and solution support professional to deliver proactive value to Blue Yonder customers in a Cloud/SaaS context. You will resolve high-complexity issues with end-to-end ownership, engaging a global team across regions while maintaining exceptional customer satisfaction.

You will read product documents, maintain environments, and document learnings while collaborating with cross-functional teams.

Qualifications

• Ability to understand customer-raised issues and take appropriate actions.
• Read and understand product source code or design documents as needed.
• Own and resolve cases for global customers within defined SLAs.
• Document learnings and create knowledge articles for repeated issues.
• Replicate and maintain customer environments.
• Maintain knowledge of customer solutions and customizations.
• Communicate with urgency and follow through with customers.
• Act as techno-functional POC for triage and assignment.
• Collaborate using instant messaging and other tools to coordinate globally.
• Willingness to work in shifts and flexible timings.

Responsibilities

• Own and resolve customer issues end-to-end in a Cloud/SaaS context.
• Read and interpret product documents to identify appropriate resolutions.
• Replicate and maintain customer environments for reproducible support.
• Document learnings and create knowledge articles for recurring cases.
• Coordinate with global teams to ensure timely triage and assignment.
• Ensure adherence to SLAs and high levels of customer satisfaction.

Skills

Customer support

Troubleshooting

Communication

Cloud/SaaS knowledge

Global collaboration

Tools

Azure

SQL

AppDynamics

Splunk

Oracle

MS SQL

Job description

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.