Senior Application Support Specialist

We are seeking a Senior Application Support Specialist to join our QAD Redzone team in India. Looking for A technologist who loves a fastpaced team environment frequent customer communication and solving customer problems.

Note: For the first six months this role will require supporting EMEA hours after which it will transition to a APAC shift starting 6.30 am to 3.30 pm IST. As we are a global organization there may be times when flexibility with working hours is expected.

Role Overview:

• Provide patience empathy and a customercentric approach to handling support requests.
• Provide timely and accurate troubleshooting for both hardware and software issues
• Interact with endusers via Google Meet email or chat to help resolve their technical issues
• Manage and record all technical issues and resolutions using Intercom.
• Take ownership of customer issues reported and see problems through to resolution
• Prioritize and manage many customers and issues at one time
• Apply troubleshooting techniques before escalating issues
• Monitor health of customer environments and proactively tackle issues
• Analyze records and logs to spot underlying trends and potential issues
• Work alongside Engineering team to learn and stay current on new technologies for the infrastructure
• Celebrate teambased goals for bestinclass SLA and CSAT metrics.

Qualifications :

• Minimum Bachelors degree required
• Minimum 5 years experience in Application Support Technical Support and BI Support. 
• Expert user in iOS
• Basic knowledge of manufacturing processes and quality control
• Clear and concise communication for technical and nontechnical audiences
• Desired Skills
• Database Knowledge ODBC connections SQL Reporting Services
• Cloud AWS features abilities considerations Kubernetes Containers
• Intercom or similar Help Desk ticketing system
• Software GitHub Slack Google Meet or similar communication tools
• Controls & Automation Working Knowledge of Sensors Manufacturing Equipment and PLCs
• ITIL Framework Knowledge (incident management problem management change management)
• Exemplary communications organizational and interpersonal skills
• Selfmotivated and able to maintain high productivity and focus in an unsupervised work environment
• Fully proficient in English

Additional Information :

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy worklife balance.
• Opportunity to join a growing business launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hardworking people who support one another to get the job done.
• An atmosphere of growth and opportunity where ideasharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD and QAD Redzone:

QAD Inc. is a leading provider of adaptive cloudbased enterprise software and services for global manufacturing companies. Global manufacturers face everincreasing disruption caused by technologydriven innovation and changing consumer preferences. In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises.  

QAD Redzone helps to enable QADs vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals creating resilience in the face of disruption.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. 

About QAD and QAD Redzone:

QAD Inc. is a leading provider of adaptive cloudbased enterprise software and services for global manufacturing companies. Global manufacturers face everincreasing disruption caused by technologydriven innovation and changing consumer preferences. In order to survive and thrive manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises.  

QAD Redzone helps to enable QADs vision for the Adaptive Enterprise. Labor productivity improvements directly impact efficiency. Productive and empowered employees increase the effective capacity of your plant and accelerate time to productivity for new employees giving manufacturers the agility to increase production beyond what was previously possible without having to invest in production equipment or new plants and reduce the amount and impact of employee attrition. Empowered employees with a growth mindset take extreme ownership of challenges that impact their production goals creating resilience in the face of disruption.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race color sex age national origin religion sexual orientation gender identity status as a veteran and basis of disability or any other federal state or local protected class. 

#LIRemote

Remote Work :

No

Employment Type :

Fulltime