Full-Time Associate Functional Analyst (Digital Commerce)

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. They handle application issues of medium complexity across multiple areas.

They manage the routing of incidents through various channels, ensuring compliance with support processes and guidelines, exercising independence.

Occasional consultation with senior support consultants may be necessary for support process queries or application-related issues.

Functional Analysts mentor associates and juniors, and continuously improve application knowledge through on-the-job learning and training.

This role offers significant growth and learning opportunities, collaborating with a talented team committed to innovation.

Work Requirements

• 24x7x365 support, including night shifts (6 pm IST to 3 am IST), holidays, and on-call responsibilities.

Responsibilities

• Handle incoming software issues from customers via telephone and web chat.
• Resolve support incidents according to Service Level Agreements.
• Work on problems of moderate scope requiring analysis.
• Formulate reusable solutions to new issues or enhance existing solutions.
• Efficiently search and maintain QAD Knowledgebase solutions.
• Analyze, test, and solve problems, advising customers and escalating issues as needed.
• Document analyses and correspondences; provide proactive status updates to customers.
• Assist team members locally, globally, and across teams.
• Create exceptional customer satisfaction by reducing customer effort and driving loyalty.

Purpose of Job

• Work with existing eCommerce customers and assist with daily needs.
• Communicate with customers, gather requirements, and solve problems.
• Support Webjaguar customers with daily support requests.
• Manage support tickets and communicate with team members for assistance.
• Possess basic technical knowledge (HTML, CSS, Excel, Photoshop).

Key Personal Skills

• Leverage AI-based technology to enhance customer experience.
• Excellent communication and writing skills.
• Ability to work under stress.
• Ability to work in Pacific time zone (at least 2-3 days a week).
• Proactive, accountable, and dependable.
• Capable of working with teams.
• Strong problem-solving skills.
• Strong interpersonal skills.
• Positive and calming approach to diffuse escalated situations.

Professional Qualifications

• BE/BTech/MCA/BSC-IT, Computer Science degree; or equivalent experience.
• University/Bachelor’s degree in Business, Accounting, Logistics, Production, Information Technology, or related field.
• Graduate Program (MBA, MIB or Masters) preferred.
• ITIL Foundation certification V4 or equivalent experience.

Experience

• Intermediate knowledge of IT Service Management.
• Experience with JIRA.
• Experience with multinational, multicultural teams (desirable).
• Minimum 3-5 years in software, manufacturing, distribution, or accounting.
• Experience using or supporting business software applications.
• Prior success in Customer Service/Support.
• Knowledge of basic technical concepts (Unix, Windows NT, Internet, networks, Progress, Oracle).
• Programming code troubleshooting experience (C, C++, Unix, Progress, Oracle, SQL, Java, XML).

Technical Skills

• RDBMS: MySQL
• Frontend: Javascript, CSS, HTML
• Digital Science

Other Skills

• Good analytical and technical skills
• Good written and verbal communication skills in English
• Good analytical and collaboration skills
• Passion to solve customer issues

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