Associate Support Analyst

  • Full-time

Company Description

Our employees tell us they love working for a global organization focused on collaboration, teamwork, and customer outcomes. For more than 35 years, we have provided solutions and services that support operational requirements for global manufacturers, including financials, manufacturing, demand and supply chain planning, customer management, business intelligence and business process management. With QAD, customers and partners in the automotive, consumer products, food and beverage, high technology, industrial products and life sciences industries can better align daily operations with their strategic goals to meet their vision of becoming an Effective Enterprise. 

QAD Inc. offers a comprehensive suite of benefits to provide health and financial wellness for you and your family so that you can focus on your life and helping our customers build their Effective Enterprise!


Job Description

As the

 Associate Support Analyst

, you will provide software support via telephone and internet based inquiries from customers and partners regarding QAD products. You will also analyze problems within software applications and provides solutions to customers’ questions following QAD Development and Support quality processes, standards and tool sets and maintains a 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. This role is in a structured teaming environment, requiring continued learning and practice of existing product knowledge to maximize preparedness for any new issue.



 Major Areas of Responsibility:
  • Handle incoming software issues from customers and partners via telephone and web chat and resolve support incidents in accordance with Service Level Agreements.
  • Work on problems of limited scope; follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Formulate reusable solutions to new, unique issues, or enhance existing solutions following solution-centered support methodologies and efficiently search and utilize QAD Knowledgebase solutions to customer issues that are reported
  • Analyze, test, 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).

Qualifications

Required Knowledge and Experience:

  • Fluent in English and Portuguese (written and verbal communication)
  • University/Bachelor’s Degree in Business, Accounting. Logistics, Production Operations/Manufacturing Management, Information Technology or related field or equivalent relevant experience.
  • 0-2 years accounting, manufacturing, business, finance related experience in a customer service/support capacity.
  • Problem solving ability, attention to detail, good documentation and writing skills. Excellent organization, interpersonal & communication skills.  Able to work independently.
  • Working experience in the manufacturing, distribution or accounting industry a plus.
  • Knowledge equivalent to professional certification in area of specialty is preferred (e.g. CPIM, CRIM, etc), APICS certification a plus.
  • 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).

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.

Additional Information

To Apply to This Role, please use the link below

http://www.qad.com/about/careers/job-search?gnk=job&gni=8a7880665b9e0230015ba055dcda262b&gns=Company%20Website

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.