JDA Software Hiring Technical Analyst-Bengaluru/Bangalore, Hyderabad / Secunderabad

Company Name:  JDA Software

Company Profile:  JDA Software
Taking Command of Commerce From Raw Materials to Finished Products and Into Customers" Hands
JDA Software is a leader in global supply chain management, offering a broad portfolio of integrated planning and execution solutions and services to help firms manage the entire supply chain - from raw materials to finished products and into customers" hands - through any channel.

Designation: Technical Analyst

Experience: 1-3 years

Qualification: B.Tech/B.E/M.Tech 

Location: Bengaluru/Bangalore, Hyderabad / Secunderabad

Job Details:

• Uses customer service, communication and problem-solving skills to solve inquiries from JDA customers.
• Works as a support team member, utilizes technical skills and product expertise, and helps resolve customer product issues.
• Demonstrates the ability to log and respond to customer support requests via phone, e-mail, and web interface.
• Exhibits a commitment to customer service while building customer partnerships.
• Successfully understands and triages customer issues, conducting any necessary technical research (code review, database queries, traces, debug, etc) or team collaboration.
• Takes ownership and responsibility of cases while escalating whenever appropriate.
• Communicates product and solution expertise to internal and external customers.
• Acts as a product technical liaison between support and development teams.
• Provides updates and case statuses to customers and management.
• Follows operational guidelines for interacting with other associates.
• Fully documents all case issues and interactions, and authors Knowledge Base solutions.
• Expertly utilizes support tools (WebEx, JDAAnalyze, etc.) to expedite case resolution.
• Demonstrates the ability to work flexible hours, alternate shifts and the ability to carry a pager as required by support team.
• Creates test plans, test system fixes/enhancements and updates tracking systems based on testing results.
• Helps in the design and evaluation of training programs for Support Associates.

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