Product Support Analyst

General information Country

Philippines

City

Remote Location

Department

Global Support

Job ID

39655

Description & Requirements

We are seeking a highly motivated Product Support Analyst to provide support to our ERP application. This job entails troubleshooting skills and ability to multi task and handle multiple incidents at any given day. Conveys customer feedback to product development staff. Possesses working knowledge of operating environments and basic knowledge of product functionality.

A day in the life typically includes:

• Resolves clients questions or problems over the telephone or Internet in the areas of application, product functionality and bugs/enhancements.
• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
• Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
• Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Zoom.
• Conveys customer feedback to product development staff.
• Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development.
• Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Foster teamwork and collaboration across all teams.
• Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
• Identify possible improvements related to work processes and tools.
• Provides application support to clients as required.
• Contributes information to the Support knowledge base.

What will you need:

• Graduate of any Accounting, Finance or any related course
• At least 3 years Support experience to external customers.
• Experience on ERP Customer/application Support
• Experience in supporting Cloud applications.

What puts you ahead:

• At least 4 years Functional Support experience to external customers. (Phone/Chat/Email)
• Experience on ERP Customer/application Support
• Experience in supporting Cloud applications.

About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. For more information visit www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
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