Core responsibilities is required to:- Provide excellent customer experience and solution support to BY customers with end-to-end ownership, proactive and innovative approach
Plan and execute implementation of high service quality through continuous improvements in the operational processes by regular tracking of operational metrics and leveraging lean methodology, automation etc.
Own Tier 2/3 customer solution as required, enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption and adoption of the service
Consistently demonstrate customer centricity and relentless attitude to innovate through positive teamwork beyond his/her team
Build and demonstrate high competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
Work with Product Development in order to resolve customer adoption and consumption issues.
Work with Product Development in cases where customer’s requirements are generic and is a valuable fit for the products future state.
Understanding of Database structures. Understanding of various functional platforms and infrastructures.
Understands BY’s product suite to convey relationships and touchpoints to the customer.
Responsible for the quality service, including communication, resolutions, and case content.
Maintain customer satisfaction - level of service, monitor SLA compliance
Ensures quantity and quality content in the Knowledgebase. Create knowledge base articles for recurring issues.
Manages the day-to-day team activities to ensuring adherence of operational guidelines.
Adherence to department and company operational guidelines, meet organization and personal goals.
Work in shifts on rotation
📌 Support Engineer 2 (Bengaluru)
🏢 Blue Yonder
📍 Bengaluru
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