Support Engineer 2

6 miesięcy temu

Warsaw, Polska Blue Yonder Pełny etat

Ability to log and respond to customer support requests via phone, e-mail, and web interface. Act as product technical liaison between support and development teams. Communicate technical product and solution expertise to internal and external customer. Exhibit a commitment to customer service while building customer partnerships. Expertly utilize support tools to expedite case resolution. Follow operational guidelines for interacting with other associates. Fully document all case interactions and author Knowledge Base solutions. Provide updates and case statuses to customers and management. Successfully understand and triage customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration. Use customer service, communication and problem solving skills to solve inquiries from BY customers. Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues.

Responsibilities:

Excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation.

Delivering excellent customer experience by resolving customer issues mostly of high complexity. Owning customer solution for Tier 1/2 customers. Early engagement in implementation projects to ensure seamless delivery continuum into Operate through phased go-lives. Positive collaboration with TAM and support of consumption/adoption improvement plans Consistently achieving high customer satisfaction and making positive impact on NPS scores by displaying end-to-end ownership, engagement and pro-activeness Ensuring adherence to SLA/SLO, quality standards and practices Implementing monitoring and diagnostics practices and procedures using applicable Monitoring & Diagnostic (M&D) tools Continuously improving solution stability by early detection and resolution as well as outflow and recurrence prevention of incidents.

Requirements:

DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc. Code debugging in relevant programming languages where applicable IT/SAAS application support - Take ownership of customer and/or system raised issues' resolution. Proactive support and operations improvement ability Next Gen Technology, e.g., AppD, Splunk, Azure, Python etc. skills Solution architecture, deployment and automation skills Strong communication skills Fluent English language for effective client communication Knowledge of additional European language (e.g. German, French, Italian)

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

Diversity, 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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