Sr Support Specialist

Blue Yonder Title: Sr Support Specialist

Overview:

Blue Yonder is seeking a highly motivated Sr. Support Specialist to join our Information Technology Group. The ideal candidate should possess extensive experience in senior leadership roles and C-Suite support, demonstrating a commitment to delivering exceptional service with a personalized touch. They will have a proven track record of providing excellent technical support to end-users, with the ability to resolve complex technical issues in a fast-paced environment. This role requires strong communication skills, the ability to work independently and in a team environment, and a customer-focused mindset.

What you’ll do:

Provide technical support to end-users to include Senior Leadership and C-Level Executives.

Assists in ensuring BLUE YONDER intellectual property and products are secured from theft or damage.

Assists in maintaining the accuracy of the ITG asset management system to ensure that all computing assets are accounted for and maintained.

Azure/Intune administration experience

Manage Engine administration.

Resolves desktop hardware and software issues within established service level agreements.

Works as part of global team to triage and resolve customer support issues.

Assists in rollout of strategic corporate initiatives and system changes.

Assists in the escalation and notifications to management and user communities when service levels are not met.

Acts as liaison between customer and other BLUE YONDER teams.

Logs and responds to customer requests for support via phone, e-mail, and web interface via our call tracking system.

Documents case descriptions and solutions accurately.

Establishes a commitment to customer service and builds great rapport with End Users.

Follows operational guidelines for interacting with other associates.

Provides appropriate training on BLUE YONDER applications, infrastructure and desktop system components as required to ensure that ITG customer satisfaction meets expected levels.

Provides Knowledge Base Content.

Provides product and solution expertise to customer and other team members.

Provides updates and status to the Team Manager and others, as appropriate, on customer issues. Records time and expenses into time entry system.

Takes ownership, responsibility and does what it is necessary to research the issue and escalate it when appropriate.

Triages customer issues successfully, conducts any necessary research, and provides solutions back to the customers.

Uses current Support Services support tools such as Zoom and Dell Hardware diagnostics to solve end user issues.

Works with end-users to diagnose and troubleshoot hardware and software issues.

Works with external vendor support teams to resolve application, hardware and software issues related to end-user support.

What we are looking for:

Bachelor's degree or equivalent experience.

6+ years of experience in IT support

Strong technical knowledge of hardware, software, and networking technologies

Excellent verbal and written communication skills

Ability to work independently and in a team environment

Strong problem-solving and analytical skills

Customer-focused mindset with a passion for providing excellent customer service.

The salary range information provided, reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual salary will be commensurate with skills, experience, certifications or licenses and other relevant factors. In addition, this role will be eligible to participate in either the annual performance bonus or commission program, determined by the nature of the position.

At Blue Yonder, we care about the wellbeing of our employees and those most important to them. This is reflected in our robust benefits package and options that includes:

Comprehensive Medical, Dental and Vision

401K with Matching

Flexible Time Off

Corporate Fitness Program

Wellbeing Days

A variety of voluntary benefits such as; Legal Plans, Accident and Hospital Indemnity, Pet Insurance and much more

At Blue Yonder, we are committed to a workplace that genuinely fosters inclusion and belonging in which everyone can share their unique voices and talents in a safe space. We continue to be guided by our core values and are proud of our diverse culture as an equal opportunity employer. We understand that your career search may look different than others, and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience.

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.

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