What you’ll do:Delivers excellent customer experience byUnderstanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaSReviewing the product source code or design document as necessaryOwning and resolving all cases for global customers, adhering to defined SLA’s.Documenting learnings and create knowledge articles for repeated cases.Replicating and maintaining customer environments.Maintaining knowledge of customer solutions and customization.Demonstrating sense of urgency and swiftness with all customer interactionsActing as Techno-functional POC for all cases and ensure timely triage and assignment.Utilizing instant messenger and other tools to collaborate globally.Working in rotational 3 shifts and being flexible with the timingsMeeting organization and team level goalsImproving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure.Identifying areas of improvement and scope of automation on routine tasks or activitiesHelping in meeting team level goals and be a team playerWhat we are looking for: Bachelor’s degree (STEM preferred) and minimum 2 to 3 years.Experience in working as a team.Good Communication and Strong Analytical SkillsExperience in working with SQL/Oracle DB complex queries.Fair understanding on Supply Chain domainExperience in Support Engineering rolesPossess Strong Techno-Functional ExpertiseTech Savvy able to adapt to any technology faster.Individual who can provide technical and solution support during Critical/Major issues.Experience with varied tools such as AppD & Splunk, Service NowFlexible to work in shifts timings.Shift 1 - 6 am to 3 pm.Shift 2 – 2 pm to 11 pm.Shift 3 – 10 pm to 7 am.Our ValuesIf 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 ValuesDiversity, Inclusion, Value & Equality (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonder's inaugural Diversity Report which outlines our commitment to change, and our video celebrating the differences in all of us in the words of some of our associates from around the world.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.
View Original Job Posting