Scope
- 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.
- Be part of Solution transition to Support
- 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 good 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
📌 Support Engineer 2 (Bengaluru)
🏢 Blue Yonder
📍 Bengaluru
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