[Hiring] Application Support Specialist @QAD, Inc.

Role Description

We are seeking an Application Support Specialist based in Mexico to support our ChampionAI solutions. In this role, you are not just helping customers with their concerns; you are ensuring that our users feel supported and confident. You will focus heavily on responding to user inquiries and tracking internal and external tickets in an AI-driven environment. This is a fully remote role for those with existing work authorization in Mexico.

• Empathetic Problem Solving: Act as the first point of contact for customer issues, providing patience and a customer-centric approach to troubleshooting via email or chat.
• Bridge to Engineering: Take ownership of reported issues and translate customer feedback into actionable insights for our Engineering team to improve the product.
• Communication: Translate technical concepts into clear, concise instructions for non-technical ChampionAI users.
• Trend Analysis: Analyze the support records to identify common friction points.
• Documentation: Collaborate with the product team to maintain and improve our user manuals.

Qualifications

• Education: Bachelor’s degree required.
• Experience: 5+ years of experience in Application or Technical Support, with a strong emphasis on customer interaction.
• Communication: Fully proficient in English with the ability to interact with customers professionally.
• Technical Familiarity: Comfortable using modern tools like Google Workspace, Slack, and Help Desk ticketing systems (Zendesk), and AI.
• Bonus Skills: Previous experience in Customer Support, Manufacturing; French as a third language (nice-to-have).
• Self-Starter Mentality: Ability to stay productive and focused in a remote work environment. Ability to optimize ways of working.
• Team player: Highly collaborative.

Benefits

• Join a growing business at the forefront of the AI transformation in manufacturing.
• Participate in a coaching-led culture that values human behavior and professional growth.
• Competitive compensation packages based on your unique experience and skill set.
• 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.