Full-Time Associate Functional Analyst (Digital Commerce)

QAD Digital Commerce is a growing Web Development Technology Company, developing cloud-based software for businesses in online commerce, online marketing, and web design.

Responsibilities:

• Handle incoming software issues from customers via telephone and web chat, following defined procedures.
• Resolve support incidents according to Service Level Agreements.
• Analyze, test, and solve problems; advise customers on potential solutions and escalate as needed.
• Document analyses and correspondences in detail, providing proactive status updates.
• Assist team members locally, globally, and across teams.
• Create exceptional customer satisfaction by reducing customer effort.
• Be the primary point of contact with SMB Enterprise Customer Accounts globally.
• Solicit decision-makers on needs for additional licenses/upgrades.
• Create and maintain Customer Journey artifacts.
• Cultivate customer satisfaction and understand future user potential.
• Partner with sales executives to ensure they are informed about issues.
• Support deal execution, including customer procurement groups.
• Maintain customer relations/satisfaction; answer customer questions and schedule meetings.
• Work with marketing on proactive communication and webinars.
• Provide support by resolving issues related to web applications and development.
• Collaborate with designers and developers to create user-friendly interfaces.
• Troubleshoot and diagnose issues in Java-based applications (JSP, Servlets).
• Write clean, maintainable, and efficient code.
• Resolve performance and functionality issues through troubleshooting.
• Assist with web application deployment and configuration.

Skills Required:

• Excellent communication & writing skills
• Ability to work under stress
• Proactive, accountable, and dependable
• Interpersonal skills
• Problem-solving ability
• HTML, CSS
• Basic technical knowledge (Unix, Windows, Internet, networks)
• Experience with supporting business applications

Additional Details:

• Remote role in India
• 24x7x365 support required
• Night shifts (6 PM IST to 3 AM IST)
• ITIL Foundation certification or equivalent experience preferred
• Experience with JIRA preferred

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