Functional Analyst ( ERP and Global Customer Support)

Location

Mumbai | India

Job description

• The Functional Analyst position is a critical role within our organization, focused on delivering high-quality software support to our customers and partners
• You will be directly interacting with QAD customers through telephone and internet-based platforms, addressing inquiries related to QAD products
• In this role, you are tasked with analyzing problems within QAD s software applications, providing expert solutions, and adhering to the company s strict quality processes, standards, and toolsets
• As a Functional Analyst, your responsibilities include maintaining a detailed log of problems and the steps taken for analysis
• This rigorous documentation is essential as it aids in the creation and review of reusable solutions, subsequently posted on QAD s website for global use by customers and partners
• You will be expected to handle moderately complex issues, using your demonstrated knowledge and problem-solving skills
• Collaborating with the team lead, peers, and the global Support team is crucial to determine the most effective solutions and maintain a high-quality support experience
• Given that our support organization operates 24/7, this position demands a flexible approach to scheduling
• You will be expected to participate in shift rotations, initially focused on the EMEA time zones, along with weekend shifts and potential on-call coverage as required
• These elements are vital to providing continuous support to our global customer base
• Your willingness to adapt to these scheduling requirements is crucial for the role
• In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge
• This is necessary to stay prepared for any new challenges that might arise
• As a Support Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization

Note: The role will require the person to support in EMEA shifts ( 1 pm IST to 10 pm IST - any 9 hours) with weekend support when required.

DUTIES AND AREAS OF RESPONSIBILITY:

Incident Handling:

• Address incoming software issues from customers and partners through telephone and CRM.
• Work on problems of moderate complexity, requiring analysis of various factors. This includes formulating and enhancing reusable solutions to new and unique issues using solution-centered support methodologies (Analyze, test, and solve problems).
• Escalate issues as necessary, ensuring timely and effective resolution.
• Ensure that support incidents are resolved in line with established Service Level Agreements.

Documentation and Communication:

• Document all analyses and correspondences meticulously throughout the issue resolution process. Provide proactive status updates to customers, maintaining transparency and trust.

Knowledge Base Maintenance:

• Efficiently search and maintain the QAD Knowledgebase. Update it with solutions to customer issues, ensuring it remains a valuable resource for problem resolution.

Team Assistance:

• Assist team members both locally and globally, fostering a collaborative work environment. This includes cross-team collaboration to enhance the overall effectiveness of our support services.

Continuous Learning and Adaptation:

• Engage in ongoing learning and practice of existing product knowledge. This is vital to stay prepared and responsive to new and evolving issues in a dynamic technological environment.

• A University or Bachelor s Degree in Business, Accounting, Logistics, Production Operations/Manufacturing Management, Information Technology, or a related field. Equivalent experience may also be considered.
• Minimum 2 years of experience in the software, manufacturing, distribution, or accounting industry is preferred. Experience using and supporting any ERP (SAP, Oracle ERP, Ms Dynamics 365) or other business software applications is desired.
• Proven track record in a Customer Service/Support capacity.
• Essential debugging/troubleshooting skills, including proficiency in navigating Unix, Windows, Internet, and networks, are required. Additionally, programming knowledge for troubleshooting in languages such as C, C++, Unix, Progress, Oracle, SQL, Java, or XML is highly beneficial.
• Exceptional communication skills, both verbal and written, are essential. This includes the ability to explain complex technical issues in a clear and understandable manner. Strong documentation skills, with the ability to accurately and effectively convey information in writing.
• Demonstrated ability to continually learn and adapt to new products and technologies.
• Excellent interpersonal and organizational skills.
• Attention to detail and robust analytical and problem-solving abilities.
• Capability to build productive working relationships both within the organization and with external clients.
• Capable of adapting to rotating shift schedules if needed.
• Fluency in multiple international languages is good to have.
• Professional certification in a relevant specialty area (e.g., CPIM, CIRM) is good to have.

Job tags

Salary