Responsibilities
- Enable digital support and self-service transformation, moving from a reactive to a proactive service delivery model
- Emphasis on digital channels and self-service capabilities to achieve outcomes such as improved customer experience, self-service success and case deflection
- Consistently demonstrates customer centricity and relentless attitude to innovate through teamwork
- Seamless Digital Support to BY Portal Users
- Delivers excellent customer experience by resolving customer inquiries
- Displays end-to-end ownership.
- Obtains customer satisfaction by displaying ownership, engagement, and pro-activeness
- Proactively seeks guidance, strives, and commits to improve service quality.
- Communication and Collaboration
- Communicates (verbal and written) effectively with the customers
- Collaborates relentlessly, passionately, and respectfully with various BY teams and partners
- Displays professionalism and empathy during internal and external conversations. Appreciates cultural differences.
- Act as product technical liaison between communities, Customer Success and development teams
- Execute engagement plans for the communities
- Competency development and demonstration
- Content
- Creating quality knowledge base articles with mínimal guidance from leads or mentors
- Data driven knowledge base article improvement and gap resolution
- Data driven multimedia/video production for customers
- Support solution specific webinars
- Product and Domain
- Attends product boot-camp and learns standard product features to resolve non-complex inquiries
- Acquires basic domain knowledge to understand the business processes of the customers
- Identifies opportunities for product improvements and discusses with stakeholders
- Solution Architecture
- Possesses combination of one or more following skills for the solution Transportation Management (TMS)
- Basic understanding of solution architecture relevant for TMS
- Multiple layers of solution architecture including Client-Server and database, Load Balancers, Middleware
- Integration with external devices/systems, data flows
- Identity and Access Management (ex: Native, OAUTH, SSO etc.)
**Qualifications**:
- 2 years of experience in a Customer-facing Software Industry role; preference given to software support or software consulting roles
- Knowledge Center Service (KCS) Champion with previous experience as a KCS Contributor
- Ability to work in a high energy, fast paced environment, with a desire to come up with fresh ideas on how to engage our key audiences
- Develops service mindset ~ constantly displays customer-centricity and ownership
- Seeks regular performance feedback and works on self-development
- Pro-actively identifies learning opportunities
- Strong writer, excellent communication and editing skills
- Ability to contribute individually and participate in cross-functional teams across multiple geographies and time-zones.
- Organized, with an ability to prioritize time-sensitive assignments
- Sincere interest in hands-on learning
- Experience with data analysis
- Experience in implementing and evolving self service solutions
- Strong analytical, creative, and critical thinking skills
- Experience working with BY products is a plus
- Supply chain domain experience a plus
- Desirable: Experience in Blue Yonder Transportation Management Solution (TMS)
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.
