Full-Time Functional Analyst (Shift)

Functional Analyst position is critical for delivering high-quality software support.

Responsibilities include:

• Interacting with QAD customers (phone/internet)
• Analyzing QAD software application problems
• Providing expert solutions
• Adhering to quality processes
• Maintaining detailed problem logs
• Creating and reviewing reusable solutions (posted on QAD website)
• Handling moderately complex issues
• Collaborating with team leads, peers, and global Support team
• Participating in shift rotations (American time zones, weekends, on-call)
• Continuous learning and practice of product knowledge
• Incident Handling: Address customer issues via phone/CRM, moderate complexity analysis, formulating/enhancing reusable solutions.
• Escalation: Ensuring timely resolution and adhering to Service Level Agreements.
• Documentation/Communication: Meticulous documentation, proactive updates to customers.
• Knowledge Base Maintenance: Updating the QAD Knowledgebase with solutions.
• Team Assistance: Assisting local/global team members.
• Continuous Learning: Staying current with product knowledge.

Requirements include:

• University/Bachelor's degree in relevant field (Business, Accounting, etc.)
• Minimum 2 years experience in software, manufacturing, or accounting industry
• ERP experience (SAP, Oracle ERP, etc.) desired
• Customer service/support experience
• Debugging/troubleshooting skills (Unix, Windows, Internet, networks)
• Programming knowledge (C, C++, Unix, Progress, Oracle, SQL, Java, XML - beneficial)
• Excellent communication (verbal/written)
• Strong documentation skills
• Ability to learn/adapt to new products/technologies
• Strong interpersonal/organizational skills
• Attention to detail, analytical/problem-solving skills
• Adaptable to rotating shift schedules
• Multiple language fluency (good to have)
• Professional certifications (CPIM, CIRM - good to have)

What is the last date for applying to the job?

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