Functional Analyst

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.

Job Description

QAD is seeking a Functional Analyst who will play a critical role within our organization, focused on delivering high-quality software support to our customers and partners. The Functional Analyst answers questions related to the SRM product only. Additionally, the Functional Analyst will play a key role in developing training content for the team, enhancing their capabilities in complex case resolution.

• Handle application-related issues from customers and partners, using advanced communication channels including telephone and ticketing system.

• Document all analyses and correspondences meticulously throughout the issue resolution process.

• Provide proactive status updates to customers, maintaining transparency and trust.

• Ensure that support incidents are resolved in line with established Service Level Agreements.

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

• Provide mentorship and training to Functional Analysts, fostering professional development and skill enhancement. Lead in sharing best practices and developing innovative solutions, enhancing the team’s overall problem-solving capabilities.

Qualifications

• A University or Bachelor’s Degree in computer science, IT-related studies or Business related field.

• Equivalent experience may also be considered.

• 3 to 5 years proven track record in a Customer Service/Support capacity.

• Working in the B2B area would be advantageous

• Computer skills: Very good knowledge of MS-Excel and basic knowledge of HTML, CSS, XML desirable

• Other knowledge: Need to work in EMEA hours since the rest of the team is located in EMEA.

• Languages: Fluent (C1) English language skills

• Essential debugging/troubleshooting skills

• Strong communication skills and a structured, solution-oriented way of working

• Capability to build productive working relationships both within the organization and with external clients.

Additional Information

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

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QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven 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 solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

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. 

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