Key Responsibilities:
Customer Support Excellence:
- Provide exceptional customer experience and solution support to Blue Yonder customers with full ownership.
- Collaborate passionately within and beyond the team, demonstrating empathy.
- Build and showcase basic competency in Azure, relevant tools and technologies, product knowledge, domain expertise, and solution architecture.
- Consistently exhibit customer-centricity and a relentless attitude towards innovation through teamwork.
- Add value by developing knowledge articles and working on operational improvements.
Seamless Application Support to Blue Yonder Customers:
- Deliver outstanding customer experience by resolving issues of moderate complexity with end-to-end ownership.
- Resolve internal alert cases generated by Blue Yonder internal tools.
- Actively engage in application health monitoring using M&D tools.
- Attend case quality training and ensure adherence to SLA/SLO and quality practices.
- Achieve customer satisfaction through ownership, engagement, and proactiveness.
- Proactively seek guidance and commit to improving service quality.
- Expected to work in shifts and provide out-of-hours support to facilitate 24x7 customer support.
Communication and Collaboration:
- Communicate effectively (both verbal and written) with customers.
- Collaborate respectfully and passionately with various Blue Yonder teams and partners.
- Display professionalism and empathy during internal and external conversations, appreciating cultural differences.
Competency Development and Demonstration:
Technical:
- Demonstrate basic technical expertise required to support the solution, including:
- DBMS (e.g., SQL, Oracle) for application support, including writing and improving queries and procedures.
- Code debugging in relevant programming languages.
- Platform support engineering (e.g., API and/or Mulesoft integration troubleshooting).
- Troubleshooting mobile application issues.
- Demonstrate basic expertise in contemporary SaaS technical toolsets (e.g., AppDynamics, Splunk) to monitor application health and investigate issues, as well as analyze trends to reduce recurring high-impact issues.
Product and Domain:
- Attend product boot camps to learn standard product features for resolving non-complex issues.
- Acquire basic domain knowledge to understand customer business processes.
Solution Architecture:
- Possess a combination of skills relevant to the concerned solution, including:
- Basic understanding of solution architecture, including client-server and database layers, load balancers, and middleware.
- Integration with external devices/systems and data flows.
- Identity and Access Management (e.g., Native, OAUTH, SSO).
- Basic skills on architecture frameworks and tools (e.g., web servers like IIS, Tomcat; operating system frameworks; relevant scripting languages).
- Basic understanding of Azure concepts relevant to the solution (e.g., native SaaS or containerized applications, Kubernetes, Azure deployment models).
- Basic capability in cloud operational activities, including application deployment, troubleshooting, and health monitoring.
- Basic capability in application performance engineering skills, including DB health analysis and executing KPI-based proactive performance reviews.
Behavioral:
- Develop a service mindset by consistently displaying customer-centricity and ownership.
- Seek regular performance feedback and work on self-development.
- Proactively identify learning opportunities.
Value Addition:
- Contribute to Knowledge Centered Support (KCS) by:
- Creating quality articles with minimal guidance from leads or mentors.
- Leveraging existing articles to provide faster resolutions to solution issues.
- Identify opportunities for operational improvements (e.g., automation, process changes) and collaborating with team members to implement and operationalize these improvements.
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.
