Department: Customer Support
Location: Remote
Description
Provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team oriented environment. Conveys customer feedback to product development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments. Operates under general supervision. Responsibilities include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support. Typically reports to the Manager, Support Operations.
A Typical Day in the Life Includes:
- Resolves clients questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
- 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 Netmeeting.
- Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
- Continues to develop application knowledge in specific product suite and operating environment and technologies.
- Conveys customer feedback to product development staff.
- Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
- Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.
- Promotes and maintains a high quality, professional, service-oriented company image among users and team.
- Foster teamwork and collaboration across all teams
- Assists less experienced Analysts and serves as a resource for others as needed.
- Contributes information to the Support knowledge base and provides review others content.
- Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
- Provides accurate accounting of work and time allocation.
- Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
- Identify possible improvements related to work processes and tools.
Basic Qualifications:
- Experience in application or technical support, preferably in a SaaS or ERP environment.
- Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.
- Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
- Experience with enterprise software in areas like finance, supply chain, or manufacturing is a plus.
- Experience thriving in a global team environment with minimal supervision.
Preferred Qualifications:
- Experience supporting Infor solutions (e.g., CloudSuite, M3, LN, Syteline, Birst) is a significant advantage.
- Experience with ITIL processes and support ticketing systems (e.g., ServiceNow, Salesforce).
- Experience of cloud-based infrastructure and tools (e.g., AWS, Azure, Kubernetes).
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.
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.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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