Associate Service Delivery Analyst
Mumbai, India
2d ago

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.
  • Review Problem Analysis (PA) documents and Knowledgebase Articles.
  • Develop temporary code fixes and suggest workarounds to the reported issues.
  • Mentoring and knowledge transfer to the local team
  • Maintaining QAD Knowledgebase Articles
  • Conduct interviews
  • Enhance Application Knowledge
  • What You’ll Need :

  • Graduation / Post Graduation in Computers Science / Engineering, Business, Accounting. Logistics, Production Operations / Manufacturing Management, Information Technology, or equivalent or related field or equivalent corresponding relevant experience.
  • Minimum 3 to 4 years relevant experience handling product support issues for global customers.
  • Prior Service Delivery experience in Distribution or Finance required
  • Who You Are :

  • You have an analytical approach and can logically deep-dive to find a solution.
  • You have good collaboration skills and have a passion to solve customer issues.
  • You have a positive and calming approach, to diffuse an escalated situation or irate customer.
  • What We Offer :

  • 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.
  • Ongoing learning and development including the opportunity to complete industry certifications (paid for by us!)
  • Competitive compensation packages based on experience and desired skill set
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