Retail Support Engineer Retail Support Engineer acts as a member of the Customer Success team and uses in-depth knowledge of Blue Yonder applications to help users with resolving issues related to functional and technical aspects of the software. On daily basis you will be working with biggest Retailers in the world – helping them with delivering the even better products for their shoppers! If you heard about Planograms, Floorplans – or simply interested in how stores operate – you need to keep reading! In the background Support Engineer performs the analysis of customer raised tickets and decides if other internal teams need to be involved (E.g.: Product Development, Infrastructure Team) to provide customer with satisfying solution in shortest time possible. Main technical stack will be: DB (MSSQL & Oracle), Windows Servers, .Net Applications, Azure. Most of the time will be spend on communication with multiple teams – so team player approach is welcomed! This position will encourage you to connect both technical IT skills with soft skills when presenting the solutions for the customers. Analysis of provided information, asking for additional details and seeking for main root cause – will lead you to solving the issue and keeping customer environments running correctly. After a ticket raised by customer is closed, you will be responsible for building articles in the internal Knowledge Base – to help other team members with solving similar situations in the future. Responsibilities: · Triage & resolve customer/internal raised cases related to Category Management.· Resolve internal proactive monitoring cases generated by BY tools.· Obtain customer satisfaction by displaying ownership, engagement, and pro-activeness.· Communicate effectively with the customers, internal BY teams & external third parties.· Displays professionalism and empathy during internal and external conversations. · Contributes to Knowledge Centered Support (KCS) by creating articles covering best practices during case solving process. Requirements:· Long-term eligibility to live and work in Poland (EU citizenship or finished higher university in Poland).· Fluent English, additional language on B2+ level is a strong plus. · Motivation and initial steps into IT/SCM/Data Science areas.· IT/Engineering/Data Science/SCM Master (or last-year student) or equivalent experience. · Practical knowledge of SQL/PowerShell (code analysis, debugging).· Basic skills in Windows Servers and/or Azure.· Excellent presentation skills and demonstrated presentation experience.· Capable of facilitating meetings (design sessions, conflict resolutions, brainstorming, etc.). Desirable skills:· Experience in software support would be a plus.· Fluency in additional European languages (preferably French).· Ability to understand and perform analysis on technical/business processes. BY offers:· Highly professional environment of top international industry experts.· Chance to deal with the best-in-class SCM solutions and work on-site with the most prestigious and advanced Retail, Manufacturing, and Distribution companies in the world.· Strong investment in employee skills development (first 2-6 months are purely training-focused).· Excellent development abilities and further growth potential.· Permanent job contract.· Competitive salary and benefits package.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.
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