Job Profile - Sr Support Engineer
Overview
The Senior Support Engineer will support our SaaS customers to provide Solution/Product support on Work Force Management.
What you'll do:
- Provide functional and/or technical support during customer upgrades, deployments, rollouts, and post-production phases
- Maintain positive customer relationships by resolving conflicts and issues, managing expectations, and instilling confidence in BY WFM Solution WGS Team
- Provide advice to BY partners and customers regarding industry best practices and process methodology
- Document learnings and create knowledge articles for repeated cases
- Bring in new ideas for automation, re-use and service improvements
- Understand the SaaS offering, features and functionality deployed for a given customer.
- Work closely with the BY Solution Experts for complex issue resolution including Product Development
- Continuous learning on latest BY Retail and WFM Solutions...