Full-Time Associate Functional Analyst (Digital Commerce)
QAD, Inc. is hiring a remote Full-Time Associate Functional Analyst (Digital Commerce). The career level for this job opening is Experienced and is accepting Mumbai, India based applicants remotely. Read complete job description before applying.
QAD, Inc.
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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.
Handles application functional and technical issues of medium complexity across multiple areas.
Manages the routing of incidents, ensuring compliance with support processes and guidelines, exercising a reasonable level of independence.
May consult with senior support consultants or team leads for support process queries or application-related issues.
Serves as a designated mentor for associates and juniors in the team.
Continuously improves application knowledge through on-the-job learning and training.
Work Requirements: Shifts including night shifts (6 pm IST to 3 am IST), work on holidays and on-call responsibilities.
Responsibilities:
- Handles incoming software issues from customers and partners via telephone and web chat.
- Resolves support incidents in accordance with Service Level Agreements.
- Works on problems of moderate scope requiring analysis of situations or data.
- Formulates reusable solutions to new, unique issues, enhancing existing solutions.
- Searches and maintains QAD Knowledgebase solutions.
- Analyzes, tests, and solves problems, advising customers of potential solutions.
- Escalates issues as needed.
- Documents analyses and correspondences.
- Provides proactive status updates to customers.
- Assists team members.
- Creates exceptional customer satisfaction.
Purpose: Work with eCommerce customers, assisting with daily needs, communicating with customers, gathering requirements, and problem-solving.
Basic Technical Knowledge Required: HTML, CSS, Excel, Photoshop.
Key Personal Skills: Excellent communication and writing skills, ability to work under stress, proactive, accountable, dependable, problem-solving, collaboration.
Primary Point of Contact: SMB Enterprise Customer Accounts globally, discussing their business and obtaining information on personnel, growth.
Additional Responsibilities: Sollicit decision-makers on needs for licenses, upgrades, services.
Partners with Sales Executives: Keeping them informed about issues, support escalations, events, customer growth.
Maintains Customer Relations/Satisfaction: Answers customer questions, schedules sales calls, alerts management of unlicensed software, networks for new leads.
Collaborates with Designers/Developers: Creating responsive, user-friendly interfaces using HTML and CSS.
Troubleshoots: Java-based applications (JSP, Servlets) and resolves performance/functionality issues.
Assists with: Deployment and configuration of web applications.
Required Education and Experience: BE/B Tech/MCA/BSC-IT, Computer Science degree; or related experience.
Preferred Education and Experience: Graduate Program (MBA, MIB), ITIL Foundation certification, experience with multinational, multicultural teams.
Minimum Experience: 3-5 years in software, manufacturing, distribution, or accounting industry.
Essential Skills: Good communication (written and verbal), analytical, collaboration skills.