Associate Functional Analyst Digital Commerce

QAD Digital Commerce is a growing Web Development Technology Company developing cloudbased software for businesses in the areas of online commerce online marketing and web design.

A Functional Analyst conducts analysis on reported application issues from global customers and partners offering solutions through consultations with relevant subject matter experts within the support organization. With their experience and expertise they are responsible for handling application functional and technical issues of medium complexity across multiple areas. They manage the routing of incidents from global customers and partners through various channels while ensuring compliance with support processes and guidelines exercising a reasonable level of independence. Occasional consultation with senior support consultants or team leads may be necessary for support process queries or applicationrelated issues. Functional Analysts also serve as designated mentors for associates and juniors in the team and they are expected to continuously improve their application knowledge through onthejob learning and participation in online or classroom training. This role offers significant growth and learning opportunities collaborating with a talented team committed to innovation and advancing the company.

As a 24x7x365 organization work on different shifts including night shifts work on holidays and oncall responsibilities are required.

Note: The role will require the person to support in night shifts ( 6 pm IST to 3 am IST)

This is a fully remote opportunity based in India. 

Responsibilities:

• Following defined procedures and practices handle incoming software issues from customers and partners via telephone and web chat. Resolve support incidents in accordance with Service Level Agreements. Work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. 

• Formulate reusable solutions to new unique issues or enhance existing solutions following solutioncentered support methodologies. Efficiently search and maintain QAD Knowledgebase solutions to customer issues that are reported

• Analyze test and solve problems advising customers of potential solutions; escalate issues as needed. Demonstrate key competencies at the desired levels as defined for this position.

• Document in detail all analyses and correspondences throughout the issue resolution process; provide proactive status updates to customers

• Assist team members (locally globally and across teams).

• Creating exceptional customer satisfaction by applying quality service and concepts that reduce customer effort and drive customer loyalty. Make problem resolution for our customers effortless.

Purpose of Job:

• The primary role will be to work with our existing eCommerce customers and assist with their day to day needs.

• You will be communicating with customers and doing requirement gathering and problem solving. 

• You will be responsible for supporting existing Webjaguar customers with the daily support requests that we receive.

• Your role is to be on top of your support tickets and to communicate clearly with the different team members if assistance is needed. 

• Basic technical knowledge will be required. including experience with Html Code CSS Stylesheets Excel & Photoshop

• Continual Improvement and Key Personal Skills Required

• Leveraging artificial intelligence based technology to enhance the customer support experience.

• Excellent communication and effective writing skills

• Ability work under stress if and when needed

• Ability to work in Pacific time zone

• Proactive Accountable and Dependable

• Capable of working with teams

• Interpersonal Skills

• Ability to solve problems independently

• Ability to be a selfstarter

What you will do:

• Primary point of contact with SMB Enterprise Customer Accounts globally discussing their business and obtaining information on personnel growth etc.  Solicit decisionmakers on needs for additional licenses upgrades or services for software and generate revenue.  Create and Maintain the overall Customer Journey artifacts.  Cultivate customer satisfaction.  Work to understand customer growth and future user potential. Using the information obtained the CSM must understand the best approach and use judgment to make the sale to customers. Ability to meet regular renewal and customer satisfaction targets.

• Partner with  sales executives globally to ensure they are informed about issues support escalations events growth etc. of assigned customers. Support deal execution as needed including customers procurement groups. Notify sales executives of new opportunities in existing customers or new leads. Keep a record of each customers organization showing growth changes decisionmakers etc.

• Maintain customer relations/satisfaction: Answer questions from customers sending out information or referring the customer to other internal resources as needed; schedule meetings for sales calls with customers; alert management of possible use of unlicensed QAD software at customer sites or of possible customer satisfaction issues; network with customers for new sales leads.

• Work with Marketing on proactive communication webinars lead gen to the installed base. Ability to communicate Value of Support to customers and help identify customers At Risk. Create referenceable customers

• Provide support to customers by resolving issues related to web applications and their development.

• Collaborate with designers and developers to create responsive userfriendly interfaces using HTML and CSS.

• Troubleshoot and diagnose issues in Javabased applications including JSP and Servlets.

• Write clean maintainable and efficient code.

• Resolve performance and functionality issues in applications through effective troubleshooting.

• Assist with the deployment and configuration of web applications.

Qualifications :

• Professional degree: BE/ B Tech/ MCA/BSCIT Computer Science. University/Bachelors Degree in Business Accounting. Logistics Production Operations/Manufacturing Management Information Technology or related field or equivalent experience.

• Graduate Program (MBA MIB or Masters): Would be an advantage   

• ITIL Foundation certification V4 or equivalent experience.

• Intermediate knowledge of IT Service Management principle best practices and frameworks like ITIL and experience with JIRA is required

•  Experience with working in multinational multicultural teams (desirable). 

• Multitasking good communicator eager to learn

•  Minimum 3 5 years in the software manufacturing distribution or accounting industry is preferred. Experience using or supporting business software applications.  Prior success in a Customer Service/Support capacity.

• Knowledge of basic technical concepts is preferred (Unix Windows NT Internet networks Progress or Oracle). Programming code for troubleshooting is a big plus (C C Unix Progress Oracle SQL Java or XML).

• RDBMS: MySQL Frontend: Javascript CSS HTML Digital Science

• Good Analytical & Technical skills and ability to understand the business needs.

• Good communication in English (written and verbal) is required.

• You have good analytical & collaboration skills and have a passion to solve customer issues. You have a positive and calming approach to diffuse an escalated situation or irate customer.

Additional Information :

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy worklife balance.
• Opportunity to join a growing business launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hardworking people who support one another to get the job done.
• An atmosphere of growth and opportunity where ideasharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

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About QAD:

QAD Inc. is a leading provider of adaptive cloudbased enterprise software and services for global manufacturing companies. Global manufacturers face everincreasing disruption caused by technologydriven innovation and changing consumer preferences. In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive life sciences packaging consumer products food and beverage high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions respects their unique perspectives and provides opportunities for growth regardless of background. QADs DEI program is driving higher levels of diversity equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. 

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Remote Work :

Yes

Employment Type :

Fulltime