Full-Time Functional Analyst (Shift)

Functional Analyst position is crucial for delivering high-quality software support. Directly interact with customers via phone and internet, handling inquiries about QAD products.

Analyze problems in QAD software, provide expert solutions, and follow company quality processes.

Maintain detailed problem logs and documentation to create reusable solutions for QAD's website.

Handle moderately complex issues, collaborating with team leads, peers, and global support teams.

Flexible scheduling is necessary due to 24/7 support, including shift rotations (initially American time zones), weekend shifts, and potential on-call coverage.

Continuous learning and practicing existing product knowledge is encouraged.

Duties and Responsibilities:

• Incident Handling: Address customer issues, work on moderate complexity problems, formulate and improve solutions.
• Escalate issues as necessary for timely resolution.
• Ensure SLA adherence for incident resolution.
• Documentation and Communication: Document all analyses and correspondence; provide proactive status updates.
• Knowledge Base Maintenance: Search, maintain, and update the QAD Knowledge Base.
• Team Assistance: Collaborate with team members globally.
• Continuous Learning: Stay updated on product knowledge to address new challenges.

Qualifications:

• University/Bachelor's Degree in relevant field (Business, Accounting, IT, etc.) or equivalent experience.
• Minimum 2 years of experience in software, manufacturing, or accounting.
• Experience using ERP software (SAP, Oracle, etc.).
• Proven customer service/support experience.
• Debugging/troubleshooting skills (Unix, Windows, Internet).
• Programming knowledge (C, C++, Unix, Progress, SQL, etc.) is a plus.
• Excellent communication (verbal and written).
• Strong documentation skills.
• Ability to learn and adapt to new products/technologies.
• Strong interpersonal and organizational skills.
• Attention to detail and problem-solving skills.
• Adaptable to rotating shift schedules.
• Multiple language proficiency is a plus.

Benefits:

• Work-life balance programs
• Growing business with expansion and transformation
• Collaborative and supportive culture
• Opportunities for growth and idea sharing

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