Job Description

QAD Digital Commerce is a growing Web Development Technology Company, developing cloud-based 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 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 application-related 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 on-the-job 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 on-call responsibilities are required.

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

Responsibilties:

• 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 solution-centered 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 at least 2 to 3 days a week
• Proactive, Accountable and Dependable
• Capable of working with teams
• Interpersonal Skills
• Ability to solve problems independently
• Ability to be a self-starter

Qualifications

• Professional degree: BE/ B Tech/ MCA/BSC-IT, Computer Science. University/Bachelor’s 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, multi-cultural teams (desirable). 
• Multi-tasking, 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.
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Additional Information

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