QAD Digital Commerce is a growing Web Development Technology Company, developing cloud-based software for businesses in the areas of online commerce, online marketing, and web design.
A Functional Analyst conducts analysis on reported application issues from global customers and partners, offering solutions through consultations with relevant subject matter experts within the support organization. With their experience and expertise, they are responsible for handling application issues of medium complexity across multiple areas. They manage the routing of incidents from global customers and partners through various channels, while ensuring compliance with support processes and guidelines, exercising a reasonable level of independence. Occasional consultation with senior support consultants or team leads may be necessary for support process queries or application-related issues. Functional Analysts also serve as designated mentors for associates and juniors in the team, and they are expected to continuously improve their application knowledge through on-the-job learning and participation in online or classroom training. This role offers significant growth and learning opportunities, collaborating with a talented team committed to innovation and advancing the company.
As a 24x7x365 organization, work on different shifts including night shifts, work on holidays and on-call responsibilities are required.
Note: The role will require the person to support in night shifts ( 6 pm IST to 3 am IST)
Responsibilties:
- 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 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).
- Creating exceptional customer satisfaction by applying quality service and concepts that reduce customer effort and drive customer loyalty. Make problem resolution for our customers effortless.
Purpose of Job:
- The primary role will be to work with our existing eCommerce customers and assist with their day to day needs.
- You will be communicating with customers and doing requirement gathering and problem solving.
- You will be responsible for supporting existing Webjaguar customers with the daily support requests that we receive.
- Your role is to be on top of your support tickets and to communicate clearly with the different team members if assistance is needed.
- Basic technical knowledge will be required. including experience with Html Code, CSS Stylesheets, Excel & Photoshop
Continual Improvement and Key Personal Skills Required
- Leveraging artificial intelligence based technology to enhance the customer support experience.
- Excellent communication and effective writing skills
- Ability work under stress if and when needed
- Ability to work in Pacific time zone at least 2 to 3 days a week
- Proactive, Accountable and Dependable
- Capable of working with teams
- Interpersonal Skills
- Ability to solve problems independently
- Ability to be a self-starter
