.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