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).