Application Support Specialist

4 weeks ago


Mumbai, Maharashtra, India Redzone Full time
Job Title: Application Support Specialist

We are seeking a skilled Application Support Specialist to join our QAD Redzone team in India. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, ensuring their issues are resolved efficiently and effectively.

Key Responsibilities:

  • Provide timely and accurate troubleshooting for both hardware and software issues
  • Interact with end-users 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 team-based goals for best-in-class SLA and CSAT metrics

Qualifications:

  • Minimum Bachelor's degree required
  • 3 to 5 years experience in Application Support, Technical Support and BI Support

Required Skills:

  1. Expert user in iOS
  2. Basic knowledge of manufacturing processes and quality control
  3. Clear and concise communication for technical and non-technical audiences

Desired Skills:

  1. Database Knowledge - ODBC connections- SQL Reporting Services
  2. Cloud AWS – features, abilities, considerations - Kubernetes Containers
  3. Intercom or similar Help Desk ticketing system
  4. Software – GitHub, Slack, Google Meet, or similar communication tools
  5. Controls & Automation – Working Knowledge of Sensors, Manufacturing Equipment, and PLCs
  6. ITIL Framework Knowledge (incident management, problem management, change management)

About QAD Redzone:

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.

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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