Application Support Specialist

QAD, Inc.; A distancia; MXN 732,000 - 1,100,000; Jornada completa

Descripción de la vacante

A technology solutions provider is seeking an Application Support Specialist for a fully remote position. The ideal candidate will have a minimum of 5 years of experience in technical support, strong troubleshooting skills, and the ability to communicate effectively with customers. This role offers a collaborative culture and emphasizes work-life balance, making it an excellent opportunity for motivated individuals looking to grow their careers.

Servicios

Health and well-being programs

Opportunity for professional growth

Collaborative work culture

Formación

• Minimum 5 years of experience in application support or technical support.
• Expert user in iOS and fully proficient in English.
• Knowledge of manufacturing processes is an advantage.

Responsabilidades

• Handle support requests with patience and empathy.
• Provide troubleshooting for hardware and software issues.
• Interact with customers via Google Meet, email, or chat.

Conocimientos

Customer-centric approach

Troubleshooting

Communication skills

Problem-solving

Self-motivated

Educación

Bachelor's degree

Herramientas

SQL Reporting Services

Kubernetes

GitHub

Intercom

Descripción del empleo

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 with previous experience in automation of factories, especially in the Food and Beverage sector and the Packaging sector, and working knowledge of sensors, manufacturing equipment and PLCs.

Role Overview

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 the health of customer environments and proactively tackle issues.
• Analyze records and logs to spot underlying trends and potential issues.
• Work alongside the 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

Education and Experience

• Minimum bachelor’s degree required.
• Minimum 5 years of experience in application support, technical support and BI support.
• Expert user in iOS.
• Knowledge of manufacturing processes and quality control is an advantage.
• Clear and concise communication for technical and non‑technical audiences.

Desired Skills

• Database knowledge: ODBC connections, SQL Reporting Services, Cloud AWS features, Kubernetes containers.
• Intercom or similar help‑desk ticketing system.
• Software: GitHub, Slack, Google Meet or similar communication tools.
• Controls & automation: working knowledge of sensors.
• Manufacturing equipment and PLCs.
• ITIL framework knowledge (incident management, problem management, change management).
• Exemplary communication, organizational and interpersonal skills.
• Self‑motivated and able to maintain high productivity and focus in an unsupervised work environment.
• Fully proficient 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 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.