Infor

At the highest level, you are the person responsible for ensuring exceptional support experiences for our customers using the Manufacturing and Planning modules of our Cloudsuite Industrial / SyteLine ERP system. As a Product Support Analyst, you will act as a trusted advisor, applying your finance and ERP knowledge to analyze customer-reported issues, answer functional and technical questions, and collaborate with our development team to drive product improvement.

You’ll play a vital role in supporting our customers to be fully operational with their manufacturing and planning processes and helping them get the most value from their solutions. This is a great opportunity to become a specialist in manufacturing and supply chain management enterprise software within a global support team.

Product Support Analysts serve as subject matter experts and customer advocates, especially for manufacturing and supply chain management related ERP functionality. You will manage support cases from start to finish, using problem-solving skills and business knowledge to guide customers toward effective solutions.

This is accomplished by:

• Serving as the primary point of contact for European customers on manufacturing and supply chain management ERP questions and issues.

• Analyzing and resolving customer-reported problems, providing timely updates and guidance through to case closure.

• Reproducing software issues and working with the product development team to identify and resolve defects.

• Ensuring all customer interactions and case activities are clearly documented in our internal tracking systems.

• Collaborating with support leadership and product managers to escalate urgent issues and share customer feedback.

• Continuously developing your ERP and manufacturing knowledge through structured training, peer collaboration, and self-study.

• Bachelor’s degree in Business, Computer Science, or a related field OR equivalent relevant experience.

• Expert knowledge of manufacturing and planning processes.

• Excellent written and verbal communication skills in English.

• Strong customer service orientation with effective interpersonal and organizational skills.

• Proven ability to multi-task and manage competing priorities in a fast-paced environment.

• Analytical thinking with the ability to troubleshoot functional software issues.

• Experience using or supporting ERP software systems (e.g., Cloudsuite Industrial / SyteLine or similar).

• Working knowledge of SQL or basic programming is an advantage.

• Prior experience supporting software for manufacturing operations is a plus.

• Knowledge of European financial regulations or accounting standards is a plus.