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.    

An Associate Service Delivery Analyst performs the below activities/task:

• Does analysis on the reported application issues by the global customers/partners 
• Provides solutions by consulting the relevant subject matter experts within the Service Delivery organization 
• Handle application issues with medium complexity in their area of expertise
• Do routing of QSM ticket raised by the global customers/partners across the various channels
• Adhere to all the Application Service Delivery processes and guidelines 
• Consult other senior support consultants/team leads in case of queries related to the support process or any application are
• Enhance their knowledge on the application by learning on the job and/or by attending online or classroom training

What You’ll Do:

• Perform initial triage, duplicate and analyze customer reported issues. 
• Identify and provide solutions to the customers, including patch retrofits.
• Service desk routing, which includes Web-Monitoring, Live Chat and ACD
• Create Problem Analysis (PA) documents
• Develop temporary code fixes and suggest workarounds to the reported issues
• Creating & maintaining QAD Knowledgebase Articles
• Enhance Application Knowledge

• Any graduates from a field of Science/Commerce or a Professional course that provides a background in Information Technology, preferably with concepts of Enterprise Resource Planning  as part of their curriculum. 
• Minimum 1 to 3 years relevant experience handling product support issues for global customers. 
• Good computer skills and working knowledge of QAD supported technologies, platforms and languages i.e., Progress, Java, Java Script, HTML, XML, Open Source technologies
•  Good Analytical & Functional skills and ability to understand the business needs, Strong communication skills

• 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

About QAD:
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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