Product Support Analyst

Provides application and technical support to customers, answering complex questions on function and usage of products 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 products 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.

Required Skills

What You Will Need:

* Experience in Manufacturing Flow such as Ordering, Inventory and Shipping
* Advanced problem solving and analytic skills.
* Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.
* Prior experience in related industry or software/technical support
* Strong interpersonal and customer service/orientation skills.
* Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
* Strong organizational skills required to ensure most effective and timely delivery of service to clients

What Will Put You Ahead?

Preferred Qualifications:
* Bachelor’s degree in business or computer science
* Purchase (Vendor) and Shop (Customer) Orders (Drop Ship Addresses, Outside Service orders, Receipt Inspection protocols)
* Inventory control such as MRP, Advanced Planning and/or DBR (Master Scheduled or Made to Order)
* Inventory/Cycle counting, (ABC Analysis)
* Shipping/Transport experience (Advanced shipping notices, Bill of Lading, Packlists)
* Possesses working knowledge of assigned products and basic knowledge of operating environments.
* Possess ability to both multi-task and manage priorities effectively.
* Knowledge of Cloud based database structure (Shopfloor Mobile - SFM)
* Knowledge of Labor reporting services (Visual Time and Attendance - VTA)
* Strong understanding of Operation planning (Scheduling)

A Day In The Life Typically Includes
* Resolves clients questions or problems over the telephone or Internet focusing on product functionality
* Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
* Proactively keeps customers 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 Zoom or Microsoft Teams.
* 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.
* 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 SLA’s
* Identify possible improvements related to work processes and tools.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.

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 [1] www.infor.com


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Our Values

At Infor, we strive for an environment that is founded on a business philosophy called [1] 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 [2] FAQ section.

Fraud Awareness

We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our [3] guidelines and protect yourself from recruitment scams.

Fraud Privacy Policy

We value your privacy at Infor. You may access our privacy policy [4] here.


References

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2. https://www.infor.com/about/careers/faq
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