Company Description
QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.
We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.
The Sr. 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 clients through telephone and internet-based platforms, addressing inquiries related to QAD products. In this role, you are tasked with analyzing problems within QAD\xe2\x80\x99s software applications, providing expert solutions, and adhering to the company\xe2\x80\x99s strict quality processes, standards, and toolsets.
As a Senior Functional Analyst, your role expands to encompass handling highly complex and escalated cases, requiring in-depth analysis and innovative problem-solving. You are responsible for creating and maintaining comprehensive documentation of issues and resolutions, which is vital for developing training materials and reusable solutions. These solutions will be shared globally on QAD\xe2\x80\x99s website for use by customers and partners. Your expertise will be pivotal in resolving intricate problems, leveraging your advanced knowledge and skills. Collaboration with team leads, peers, and the global Support team is essential in devising effective solutions and upholding superior support standards. Additionally, you will play a key role in developing training content for the team, enhancing their capabilities in complex case resolution.
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 region, 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 Sr. Functional 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:
Handle complex application-related issues from customers and partners, using advanced communication channels including telephone and ticketing system.
Handle complex and highly escalated cases, involving detailed analysis of various factors. This entails developing and refining solutions for both new and unique challenges by employing solution-centered support methodologies that include analyzing, testing, and problem-solving.
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:
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