Key Responsibilities:

• Deliver excellent customer experience by resolving moderate complexity issues.
• Exhibit end-to-end ownership of customer issues.
• Resolve internal alert cases generated by Blue Yonder tools.
• Engage actively in application health monitoring using monitoring and diagnostic tools.
• Attend case quality training and ensure adherence to SLA/SLO and quality practices.
• Achieve customer satisfaction through proactive engagement and ownership.
• Work in shifts and provide out-of-hours support for 24x7 customer assistance.

• Communicate effectively (both verbal and written) with customers.
• Collaborate passionately and respectfully with various Blue Yonder teams and partners.
• Display professionalism and empathy in all communications, appreciating cultural differences.

• Technical Skills:
  • Demonstrate basic expertise in DBMS (e.g., SQL, Oracle) for application support, including writing and improving queries and procedures.
  • Engage in code debugging in relevant programming languages.
  • Provide platform support engineering, including API and Mulesoft integration troubleshooting.
  • Troubleshoot mobile application issues.
  • Utilize contemporary SaaS tools like AppDynamics and Splunk for monitoring application health and analyzing trends.
• Product and Domain Knowledge:
  • Attend product boot camps to learn standard features for resolving non-complex issues.
  • Acquire basic domain knowledge to understand customer business processes.
• Solution Architecture:
  • Understand the solution architecture, including client-server models, database interactions, and integration with external systems.
  • Familiarity with web servers, operating system frameworks, and relevant scripting languages.
  • Basic understanding of Azure concepts, deployment models, and automation tools (e.g., GitHub, Jenkins).
  • Engage in cloud operational activities, including application deployment and troubleshooting.
• Behavioral Competencies:
  • Develop a service mindset with a focus on customer-centricity and ownership.
  • Seek regular performance feedback and engage in self-development.
  • Identify learning opportunities proactively.

• Contribute to Knowledge Centered Support (KCS) by creating quality articles with minimal guidance.
• Leverage existing articles to expedite issue resolution.
• Identify opportunities for operational improvements, such as automation and process changes, and discuss them with leads or mentors.

Qualifications:

• Basic technical knowledge in relevant areas (DBMS, coding, SaaS tools).
• Strong communication and collaboration skills.
• Ability to work in a team-oriented environment.
• Willingness to learn and adapt to new technologies and processes.

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.