Overview:

• Leading AI-driven Global Supply Chain Solutions Software Product Company and one of the “Best Places to Work”.
• Seeking an astute individual who can provide an excellent customer experience and solution support to BY Customers with innovative/proactive approach and customer value creation−Delivers excellent customer experience by resolving customer issues mostly of high complexity.
• Demonstrates high technical expertise as required to support BY solution.

Scope:

• Owns customer solution. 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) 8+ yrs of Excellent customer experience and solution support to BY Customers with innovative approach:

• − Delivers excellent customer experience by driving resolution customer issues mostly of high complexity and criticality including non-functional / performance related issues.
• − Provides direction and inputs for Root Cause analysis and proposes prevention ideas
• − Guides/assists team members to resolve medium complexity issues
• − Own a Tier 1 customer solution at a minimum. Positively collaborates with TAM and supports consumption/adoption improvement plans.
• − Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement and proactiveness
• − Early engagement in tier 1 customers’ implementation projects to gain good understanding of customer business process, solution and architecture and to ensure seamless transition into Operate phase through phased go-lives.
• − Owns implementation of high service quality through continuous improvements in the operational processes − 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 high expertise as required to support a given BY solution
• − Demonstrates high expertise in relevant contemporary and up to date SaaS technical toolsets like AppDynamics, Splunk etc.
• − Develops good knowledge of BY product features and functionalities
• − Very good understanding of solution architecture relevant for concerned solution
• − Strong skills on architecture framework, tools and technologies relevant for a given BY solution
• − Very good understanding of Azure technologies relevant for a given BY solution
• −  Strong capability in cloud operational activities as per the requirements of a given BY solution
• − Strong application performance engineering skills as required for a given BY solution
• − Inspires others by demonstrating service mindset through consistently displaying customer centricity and ownership.
• − Aligns with company priorities and demonstrates strong sense of urgency from both Customer and company perspectives.
• − Displays growth mindset by taking initiatives, positively collaborating with stakeholders, continuously challenging the status-quo, helping team and department making progress towards strategic priorities.

D) Value Addition:

• − Identifies and implements opportunities for operational metrics improvement and for operational efficiencies (Reduction of critical issues, reduction in t           time to resolve, reduction in number of cases, etc)
• − Acts as Subject Matter Expert providing ongoing support and mentorship to Support Engineers, delivers product/technical trainings.
• − Proposes ideas for improvement of consumption and adoption
• − Drives operational improvements (ex: automation, process changes etc.)