Application Support Specialist

Overview

We are seeking an Application Support Specialist to join our Redzone team in the United Kingdom. Looking for a technologist who loves a fast-paced team environment, frequent customer communication, and solving customer problems. A professional who has previous experience working in the automation of factories, especially in the Food and Beverage sector and the Packaging sector, with working knowledge of sensors, manufacturing equipment, and PLCs.

Note : This is a fully remote role located in Mexico. No visa sponsorship available.

Responsibilities

• 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 stay current on new technologies for the infrastructure.
• Celebrate team-based goals for best-in-class SLA and CSAT metrics.

Qualifications

Education and Experience

Desired Skills

Additional Information

About QAD And QAD Redzone

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. QAD Redzone helps enable QAD’s vision for the Adaptive Enterprise by improving labor productivity and empowering employees to increase plant efficiency and time to productivity for new hires.

We are an Equal Opportunity Employer and do not discriminate against any applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or any other protected class.

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Employment type

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