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 online commerce, online marketing, and web design.
Functional Analyst conducts analysis on reported application issues from global customers and partners, offering solutions through consultations with subject matter experts within the support organization.
Handles application functional and technical issues of medium complexity across multiple areas. Manages incident routing from global customers/partners through various channels, ensuring compliance with support processes and guidelines. Exercises 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.
Serves as a designated mentor for associates and juniors in the team, and continuously improves application knowledge through on-the-job learning and training.
Work Requirements: 24/7/365 support, different shifts including night shifts, work on holidays, and on-call responsibilities.
Responsibilities: Handles incoming software issues from customers/partners via telephone and web chat, following defined procedures. Resolves incidents according to Service Level Agreements (SLAs). Works on problems of moderate scope requiring analysis of situations or data review.
Formulates reusable solutions to new, unique issues, or enhances existing solutions following solution-centered methodologies.
Efficiently searches and maintains QAD Knowledgebase solutions for customer issues.
Analyzes, tests, and solves problems, advising customers of potential solutions; escalates issues as needed.
Documents analyses and correspondences throughout the issue resolution process, and provides proactive status updates to customers.
Assists team members (locally, globally, across teams).
Creates exceptional customer satisfaction by applying quality service and concepts to reduce customer effort and drive loyalty.
Purpose: Primarily supports existing eCommerce customers with daily needs, including communication, requirement gathering, and problem-solving. Supports Webjaguar customers with daily support requests.
Maintains support tickets and communicates with team members for assistance if needed.
Requires basic technical knowledge, including experience with HTML, CSS, Excel, and Photoshop.
Key Skills: Leverages AI-based technology for enhanced customer support experience. Excellent communication and writing skills. Ability to work under stress and in the Pacific time zone.
Personal Skills: Proactive, accountable, dependable, capable of working with teams, problem-solving independently, and being a self-starter.
Key Responsibilities: Primary point of contact for SMB enterprise customers globally, gathers business information, solicits decision-makers on needs, generates revenue, creates and maintains customer journey artifacts, cultivates customer satisfaction, and understands customer growth potential.
Partners with sales executives to ensure information sharing on issues, escalations, events, and growth. Supports deal execution, and notifies sales executives of opportunities.
Maintains customer relations, answers questions, refers customers to internal resources, schedules sales calls, alerts management of unlicensed software, and networks for new leads.
Collaborates with marketing for proactive communication, webinars, and lead generation. Identifies customers at risk, creates referenceable customers, and communicates the value of support.
Provides support for web applications, collaborating with designers/developers to create user-friendly interfaces, and troubleshooting issues in Java-based applications (JSP, Servlets).
Writes clean, maintainable code, resolves performance and functionality issues, assists with deployment and configuration.
Professional Degree: BE/B.Tech/MCA/BSC-IT, Computer Science, Business, Accounting, Logistics, Production Operations, or related field.
Graduate Program: MBA, MIB, or Master's (advantageous).
Certifications: ITIL Foundation V4 or equivalent.
Knowledge: Intermediate knowledge of IT Service Management, best practices, frameworks like ITIL, and JIRA experience.
Experience: Minimum 3-5 years in software, manufacturing, distribution, accounting, or customer service/support.
Skills: Basic technical concepts (Unix, Windows NT, Internet, networks, Progress, Oracle), and programming code (C, C++, Unix, Progress, Oracle, SQL, Java, XML).
Database: MySQL
Frontend: Javascript, CSS, HTML
Technical Skills: Strong Analytical & Technical skills, understanding of business needs, good communication (written and verbal) in English, problem-solving skills, and ability to diffuse escalated situations.