QAD Redzone helps manufacturers make more stuff for less while greatly improving the employee experience. We make frontline workers more engaged and more productive, so their lives improve while contributing to positive business outcomes.  We do this by combining exceptional software and world class coaching.  There’s never been a better time to join our incredible team. Join us and help manufacturers drive change in their operations to increase productivity, increase employee engagement, and bring dignity and pride to frontline workers around the world!

Under the leadership of our Application Support Team Leads and Director, the Application Support position is responsible for ensuring our customers receive responsive, accurate, and empathetic feedback regarding questions and support needed using the Redzone Applications. 

This is a remote position with occasional travel to our office in Birmingham.

Essential Duties

• Take ownership of and prioritize issues: seeing through the case life cycle until a resolution is reached.
• Provide timely and accurate troubleshooting to many customers for hardware and software issues. Replicate and document issues in Jira for engineering teams. 
• Engage with end-users on a variety of platforms (Zoom, email, or chat) to diagnose and resolve technical issues. 
• Manage and record all technical problems and resolutions using Intercom.
• Apply troubleshooting techniques before escalating. 
• Monitor the health of customer environments and proactively tackle issues. 
• Analyze records and logs to spot underlying trends and potential malfunctions. 
• Work alongside Engineering team to learn and stay current on new technologies for the Redzone Cloud infrastructure
• Celebrate team-based goals for best-in-class SLA and CSAT metrics. 
• Other duties as assigned.

• 3+ years of experience as an application support.
• Expert user in iOS, tvOS, and macOS.
• Basic knowledge of manufacturing processes and quality control. 
• Advanced knowledge of Office 365 and MS Office (PowerPoint, Excel, Outlook).
• Sound judgement and excellent assessment skills.
• Excellent interpersonal and organizational skills.
• Strong written and verbal communication skills. 
• Able to successfully manage multiple deadlines and tasks.
• Ability to manage projects under stress and deadlines.
• Ability to work in a high paced, high growth environment.

Desired Skills

• Jira
• DataDog
• Experience working for a SaaS company
• PowerBI/Tableau
• PLCs, OPC-UA, and Automation in Manufacturing

Environmental Adaptability

• Ability to work in an office, or home office environment and/or a variety of office type settings. 
• Able to work in manufacturing plant settings. 

Judgement and Situational Reasoning Ability

• Ability to reason, review and instruct.
• Ability to use common-sense judgement in non-routine situations, such as evaluating implications of proposed procedures, policies and plans.

Language and Communication Ability

• Ability to comprehend/use publications and manuals related to individual’s role. 
• Ability to research and stay current with industry specific policies, methods, operations, and compliance.

We are looking for bright, intelligent, dynamic individuals who want to join us on this mission. Leaders that see the power in people and can leverage technology to change the way work is done. We ‘keep it real’ at QAD Redzone, so want to know who you really are. We love big personalities, with big ideas, who want to make a difference in the world. You will be hungry and driven and enjoy the challenge of changing an industry. You will be excited by the opportunity for working with the fastest growing company in the space, where hard work is recognized and rewarded accordingly.

About QAD and QAD Redzone:

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 Redzone helps to enable QAD’s 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.

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