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.    

QAD Allocation is looking for a Customer Service Delivery Analyst who will provide software support via telephone and internet-based inquiries from customers and their suppliers regarding our SRM software ASTRAS. The successful candidate will analyze problems within the software application and recommend solutions to customer’s questions following QAD Development and Support quality processes, standards and tool sets. The role will also involve maintaining a log of problems and analyzing steps including creation and review of reusable solutions, which are posted to QAD’s website for global reuse by customers and partners. The candidate will need to use demonstrated knowledge to handle slightly complex issues and will consult with the team lead, peers and the global Support team to determine best solutions. This role is in a structured teaming environment, requiring continued learning and practice of existing product knowledge to maximize preparedness for any new issue. 

This position can be located in Germany or Poland.  This can be a fully remote or a hybrid work with 2-3 days in the Munich, Germany office or Wroclaw, Poland office and the remaining days from home.  The successful candidate must be fluent in German & English.

What you do:

• Following defined procedures and practices, handle incoming software issues from customers and their suppliers via telephone and web chat (Atlassian Jira). Resolve support incidents in accordance with Service Level Agreements. Work on problems of moderate scope where analysis of situations or data requires a review of a variety of factors
• Formulate reusable solutions to new, unique issues, or enhance existing solutions following solution-centered support methodologies. Efficiently search and maintain QAD Knowledge Base solutions to customer issues that are reported
• Analyze, test and solve problems, advising customers of potential solutions; escalate issues as needed. Demonstrate key competencies at the desired levels as defined for this position.
• Document in detail, all analyses and correspondences throughout the issue resolution process; provide proactive status updates to customers
• Assist team members (locally, globally and across teams)

• Education in the field of computer science, IT-related studies or comparable qualifications
• Minimum 2 years in the software, manufacturing, distribution or accounting industry is preferred. 
• At least 2 years in a Customer Service/Support role is essential.
• Fluent (C2) German and very good (C1) English language skills are required.
• Very good knowledge of MS-Excel and basic knowledge of HTML, CSS,  XML desirable
• Experience working with ITIL or an understanding of the framework is preferred
• Demonstrated ability to continually learn new products and technologies. 
• Excellent interpersonal, organization & communication skills. 
• Attention to detail; strong analytical and problem solving skills.
• Able to build productive working relationships internally and externally

• 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.

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