Job Description
Job Profile - Support Engineer II OverviewThis role is a newly formed team within the Supply Chain execution and will be a pioneer in providing value‐added rapid deployment and onboarding projects for our WMS (3PL and Retail Shipper) expedited growth customer base.What you ́ll do:Act as a liaison between Support Services, PMG, and Consulting Services across products.Be available on call (on shift basis) for extreme emergencies / critical site down issues.Demonstrate and adhere to best practices of all internal Support Services policies and procedures.Ensure quantity and quality content in the knowledge base; add value by developingknowledge articles and working on operational improvements.Escalate issues that may have a negative financial or relationship impact.Mentor team associates in product knowledge and triage techniques.Perform customer performance reviews and Health Checks.Provide advice to customers and product/implementation teams regarding industry best practices and proce...
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