What we are looking for:
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Bachelor’s degree and 8 to 10 years of experience in Supply Chain Product Support, knowledge in BY Planning product will be added advantage
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Requires a bachelor’s degree and 6-8 years of experience in Supply Chain and preferred Master degree in SCM ( MS , MBA, Mtech etc)
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Must have effective oral and written communications skills and the ability to work successfully with internal and external stakeholders
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Strong analytical/problem solving skills, ability to provide alternatives, root cause analysis, testing skills and ability to make thoughtful proposals are also among the skills required
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Builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc
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Basic understanding of Customer business and processes
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Candidates have relevant experience on BY SCPO and Manufacturing Planning suite of products
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Intermediate in MS Excel
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Good Knowledge of PL/SQL
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Good to Have Next Gen Skills:
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Should have strong flair for technology and hands on expertise in debugging/analyzing code in any of the programming languages (Java)
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Should contribute towards continual improvement to enhance customer experience using the NextGen technology skills (AppDynamics, Splunk, MuleSoft, Python, AI/ML, Azure)
This position is required to:
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provide excellent customer experience and solution support to BY customers with ownership, proactive and innovative approach
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Own Tier 2 solution as required, enhance solution stability and service quality eventually enabling an increase in customer consumption and adoption of the service
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passionately collaborates and engages within and beyond his/her team with empathy
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builds and demonstrates moderate competency in product and domain, Azure & relevant tools and technologies, solution architecture etc.
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consistently demonstrates customer centricity and relentless attitude to innovate through team-work
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add value by developing knowledge article as well as working on operational improvements
a) Excellent customer experience and solution support to BY Customers with innovative approach
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Delivers excellent customer experience by resolving solution cases (both customer and system created) mostly of moderate complexity.
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Owns customer solution for Tier 2 customers. Consistently achieves high customer satisfaction by displaying end-to-end ownership, engagement and pro-activeness.
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Actively engages in application health monitoring using M&D tools
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Attends case quality training and ensures adherence to SLA/SLO and quality practices
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Identifies and implements opportunities for early detection and resolution of incidents
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Proactively seeks guidance, strives and commits to improve service quality
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Expected to work in shifts and provide OOH support to facilitate 24x7 customer support
b) Communication and Collaboration
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Communicates (verbal and written) effectively with the customers. Support junior team members in achieving effective communication
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Collaborates relentlessly, passionately and respectfully with various BY teams and partners
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Leads by example demonstrating professionalism during internal and external conversations. Understands cultural differences and diversity.
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Balances between Soft skills (process, people, values, teamwork, roles) and hard skills (technologies, frameworks, solutions, products)
c) Competency development and demonstration
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Technical:
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Demonstrates moderate expertise as required to support concerned solution, for e.g.,
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DBMS (ex: SQL, Oracle) for application support; writing, reviewing and improving queries, procedures etc.
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Code debugging in relevant programming languages
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Platform support engineering (ex: API and/or Mulesoft integration troubleshooting)
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Troubleshooting Mobile application issues
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Demonstrates moderate expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.:
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to monitor application health and investigate application issues.
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to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues
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Product and Domain:
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Develops moderate knowledge of product features and functionalities
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Possesses basic knowledge of relevant industry domain and business processes of the customers
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Demonstrates basic capability to have interactions related to business process impact and work-arounds with customers during issue resolution
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Understands SAAS consumption, adoption and business value KPIs related to respective solution
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Exhibits service mindset by consistently displaying customer centricity and ownership
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Seeks regular performance feedback and works on self-development opportunities to achieve a holistic personal and professional development
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Pro-actively identifies learning opportunities and career path
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Value Addition and Continuous Improvement
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Consistent Top Contributor to Knowledge Centered Support (KCS) by:
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creating high quality articles independently and help others increase usage/creation
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leveraging existing articles to provide faster resolution to solution issues
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Identifies opportunities for operational improvements (ex: automation, process improvements etc.)
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Improves process to enable continuous improvement.
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Make manual procedures lean or automate them to improve operational efficiency
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Implementing new methodologies to increase process efficiencies and ROI
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
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.
