As a Senior Technical Analyst you provide high-quality software support for QAD鈥檚 EQMS solution via telephone and internet-based inquiries. You will analyze and resolve complex technical issues, ensuring smooth operations and providing technical guidance and support to global customers. You will also contribute to the overall success of the organization by implementing effective solutions and driving continuous improvement. This role requires strong technical, analytical, and communication skills, as well as a solid knowledge of IT systems and processes.
Impact of this role and key deliverables :
- Nature and scope of influence this position has on its area of responsibility/operation (When you write each key deliverable, use action-oriented language to show how they achieve results)
- Issue Resolution: Handle and resolve incoming EQMS software issues from customers and partners in accordance with established Service Level Agreements (SLAs).
- Troubleshooting: Analyze, test, and solve problems of moderate to diverse scope where analysis of data requires a review of various factors.
- Knowledge Management: Formulate reusable solutions for the QAD Knowledgebase and maintain existing documentation to support global reuse.
- Collaboration: Work closely with the global Support team and peers to determine the best solutions for complex cases.
- Provide mentorship and training to the team, fostering professional development and skill enhancement. Lead in sharing best practices and developing innovative solutions, enhancing the team鈥檚 overall problem-solving capabilities.