Scope:

• 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 Discrete, SQL, AppDynamics, Splunk, Oracle/MSQL

• Cloud Architecture : MS Azure fundamental

• Programming language: Java, C

What we are looking for:
A) Excellent customer experience and solution support to BY Customers with innovative approach:

Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.

Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and proactiveness.

Actively engages in application health monitoring using applicable Monitoring Diagnostic (MD) tools

Attends case quality training and ensures adherence to SLA/SLO and quality practices

Identifies and implements opportunities for early detection and resolution of incidents

Proactively seeks guidance, strives and commits to improve service quality

Associates may be expected to provide Out of Office (OOH) support to facilitate the Company s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

Associates may be expected to work in shifts to facilitate the Company s 24x7 customer support in line with the terms defined in the contract of employment and country legislation.

B) Communication and Collaboration:

Communicates (verbal and written) effectively with customers. Support junior team members in achieving effective communication in all formats of customers communications where required.

Collaborates relentlessly, passionately, and respectfully with various BY teams and partners

Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.

Balances between Soft skills (process, people, values, teamwork, roles) and hard skills ( technologies, frameworks, solutions, products)

C) Competency development and demonstration:

Demonstrates moderate expertise as required to support a given BY solution

Demonstrates moderate expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.

Develops moderate knowledge of BY product features and functionalities

Decent understanding of solution architecture relevant for concerned solution

Decent skills on architecture framework, tools and technologies relevant for a given BY solution

Good understanding of Azure technologies relevant for a given BY solution

Exhibits service mindset by consistently displaying customer centricity and ownership

Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development

D) Value Addition:

Consistent Top Contributor to Knowledge Centered Support (KCS)

Identifies opportunities for operational improvements (ex: automation, process improvements etc.)

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 oursFind out here: Core Values

Diversity, Inclusion, Value Equity (DIVE) is our strategy for fostering an inclusive environment we can be proud of. Check out Blue Yonders 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.

Education