Application Support Specialist

Company Description

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

Job Description

We are seeking an Application Support Specialist to join our QAD, Redzone team in India. Looking for a technologist who loves a fast-paced team environment, frequent customer communication, and solving customer problems. Note: Working days for this role will be Wednesday to Sunday (covering weekends).

This role will require supporting US hours, shift starting 10:00 PM to 7:00 AM IST, Wednesday to Sunday. As we are a global organization, there may be times when flexibility with working hours is expected.

Role Overview:

• Provide patience, empathy, and a customer-centric approach to handling support requests.

• 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

• Expert user in iOS

• Basic knowledge of manufacturing processes and quality control

• 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)

7. Exemplary communications, organizational, and interpersonal skills

8. Self-motivated and able to maintain high productivity and focus in an unsupervised work environment

9. Fully proficiency in English

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

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.

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.