Infor

We are looking for a dedicated and experienced Product Support Analyst to join our Infor Factory Track support team. In this mid-level role, you will be responsible for troubleshooting and resolving functional and technical issues related to Infor Factory Track modules such as Time Track, Shop Floor, Inventory, and Warehouse Mobility. You will work closely with customers and internal teams to ensure quick resolution of issues while maintaining high levels of customer satisfaction.

A Day in The Life Typically Includes:

• Provide functional and technical support for Infor Factory Track via phone, email, and case management systems.
• Analyze and troubleshoot customer issues in areas such as time and attendance, barcode scanning, labor reporting, inventory tracking, and shop floor execution.
• Replicate customer issues in test environments and identify root causes.
• Document case resolutions and contribute to the internal knowledge base.
• Collaborate with cross-functional teams, including development, cloud operations, and QA, for issue resolution and enhancements.
• Follow defined support processes to ensure consistent and high-quality service delivery.
• Escalate complex or unresolved issues to senior analysts or development teams as needed.
• Participate in on-call or after-hours rotations for high-priority case handling.

Required skills:

• Experience in product or application support in a software or ERP environment.
• Experience with warehouse and manufacturing processes.
• Experience with SQL (e.g., querying logs, analyzing data).
• Experience with Windows Server, IIS, and mobile scanning devices.
• Experience working with customers, troubleshooting and explaining solutions clearly.
• Ability to work in Dallas, Texas office 3 days a week 11:00 am CST to 8:00 pm CST.
• US Citizenship or Greencard is required for this role as it will work on Govcloud.

Preferred Qualifications:

• Experience supporting or working with Infor Factory Track integration with Infor Cloud Suite Industrial (Syteline) is a plus.
• Experience with Infor Mongoose framework, Factory Track installations, or upgrades.
• Knowledge of Infor ION, IDOs, or custom integration tools.
• Exposure to cloud-hosted applications (Infor OS, AWS, Azure).
• Experience working in a support role.