Functional Analyst Shift - 630 pm to 330 am IST

The Functional Analyst position is a critical role within our organization focused on delivering highquality software support to our customers and partners. You will be directly interacting with QAD customers through telephone and internetbased platforms addressing inquiries related to QAD products. In this role you are tasked with analyzing problems within QADs software applications providing expert solutions and adhering to the companys strict quality processes standards and toolsets.

As a Functional Analyst your responsibilities include maintaining a detailed log of problems and the steps taken for analysis. This rigorous documentation is essential as it aids in the creation and review of reusable solutions subsequently posted on QADs website for global use by customers and partners. You will be expected to handle moderately complex issues using your demonstrated knowledge and problemsolving skills. Collaborating with the team lead peers and the global Support team is crucial to determine the most effective solutions and maintain a highquality support experience.

Given that our support organization operates 24/7 this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations initially focused on the American time zones along with weekend shifts and potential oncall coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Support Analyst you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization

Note: The role will require the person to support in American shifts ( 6.30 pm IST to 3.30 am IST ) with weekend support when required.
 

DUTIES AND AREAS OF RESPONSIBILITY:

Incident Handling: 

• Address incoming software issues from customers and partners through telephone and CRM. 
• Work on problems of moderate complexity requiring analysis of various factors. This includes formulating and enhancing reusable solutions to new and unique issues using solutioncentered support methodologies (Analyze test and solve problems).
• Escalate issues as necessary ensuring timely and effective resolution.
• Ensure that support incidents are resolved in line with established Service Level Agreements.

Documentation and Communication:

• Document all analyses and correspondences meticulously throughout the issue resolution process. Provide proactive status updates to customers maintaining transparency and trust.

Knowledge Base Maintenance:

• Efficiently search and maintain the QAD Knowledgebase. Update it with solutions to customer issues ensuring it remains a valuable resource for problem resolution.

Team Assistance:

• Assist team members both locally and globally fostering a collaborative work environment. This includes crossteam collaboration to enhance the overall effectiveness of our support services.

Continuous Learning and Adaptation:

• Engage in ongoing learning and practice of existing product knowledge. This is vital to stay prepared and responsive to new and evolving issues in a dynamic technological environment.

Qualifications :

• A University or Bachelors Degree in Business Accounting Logistics Production Operations/Manufacturing Management Information Technology or a related field. Equivalent experience may also be considered.
• Minimum 2 years of experience in the software manufacturing distribution or accounting industry is preferred. Experience using and supporting any ERP (SAP Oracle ERP Ms Dynamics 365) or other business software applications is desired.
• Proven track record in a Customer Service/Support capacity.
•  Essential debugging/troubleshooting skills including proficiency in navigating Unix Windows Internet and networks are required. Additionally programming knowledge for troubleshooting in languages such as C C Unix Progress Oracle SQL Java or XML is highly beneficial.
•  Exceptional communication skills both verbal and written are essential. This includes the ability to explain complex technical issues in a clear and understandable manner. Strong documentation skills with the ability to accurately and effectively convey information in writing.
• Demonstrated ability to continually learn and adapt to new products and technologies.
• Excellent interpersonal and organizational skills.
• Attention to detail and robust analytical and problemsolving abilities.
• Capability to build productive working relationships both within the organization and with external clients.
• Capable of adapting to rotating shift schedules if needed.
• Fluency in multiple international languages is good to have.
• Professional certification in a relevant specialty area (e.g. CPIM CIRM) is good to have.

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

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