Senior Technical Analyst

Location

Mumbai | India

Job description

• Provides software support via telephone and internet-based inquiries from customers and partners regarding QAD products
• Analyzes problems within QAD s software applications and recommends solutions to customer s questions following QAD Development and Support quality processes, standards and tool sets
• Maintains log of problems and analysis steps including creation and review of reusable solutions, which are posted to QAD s website for global reuse by customers and partners
• Uses demonstrated knowledge to handle slightly complex issues
• Consults with the team lead, peers and the global Support team to determine best solutions
• This role is in a structured teaming environment, requiring continued learning and practice of existing product knowledge to maximize preparedness for any new issue

Note: Please be aware that this position entails providing support during EMEA shifts (from 12 pm IST to 9 pm IST). Additionally, during the training period, employees will need to work night shifts for a few months.

Responsibilities:

• Following defined procedures and practices, handle incoming software issues from customers and partners via telephone and web chat. Resolve support incidents in accordance with Service Level Agreements. Work on problems of moderate to complex scope where analysis of situations or data requires a review of a variety of factors.

• Formulate reusable solutions to new, unique issues, or enhance existing solutions following solution-centered support methodologies. Efficiently search and maintain QAD Knowledgebase solutions to customer issues that are reported

• Analyze, test and solve problems, advising customers of potential solutions; escalate issues as needed. Demonstrate key competencies at the desired levels as defined for this position.

• Document in detail, all analyses and correspondences throughout the issue resolution process; provide proactive status updates to customers

• Assist team members (locally, globally and across teams).

• Education: University/Bachelor s Degree in Business, Accounting. Logistics, Production Operations/Manufacturing Management, Information Technology or related field, or equivalent experience.

• Experience: 5 years in the software, manufacturing, distribution or accounting industry is preferred. Experience using or supporting business software applications. Prior success in a Customer Service/Support capacity.

• Computer skills: Knowledge of basic technical concepts is preferred (Unix, Windows NT, Internet, networks, Progress or Oracle). Programming code for troubleshooting is preferred (C, C++, Unix, Progress, Oracle, SQL, Java, or XML).

• Other knowledge or skills: Knowledge equivalent to professional certification in area of specialty is preferred (e.g. CPIM, CIRM, etc.). Demonstrated ability to continually learn new products and technologies. Strong documentation & writing skills required. Fluency in multiple languages is a plus. Excellent interpersonal, organization & communication skills. Attention to detail; strong analytical and problem solving skills. Able to build productive working relationships internally and externally.

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Salary