Infor

Infor is seeking a Technical Support Analyst to join our team. As a Technical Support Analyst, you will be the first point of contact for our customers, providing technical assistance and resolving issues related to Infor's suite of software solutions. You will work directly with clients to troubleshoot, diagnose, and resolve technical problems, ensuring their continued success with our products. If you're passionate about technology, problem-solving, and customer service, we’d love to have you on our team.

A Day In The Life Typically Includes:

• Provide first-line technical support to customers by troubleshooting and resolving software-related issues.
• Diagnose and resolve technical problems related to Infor’s software solutions, including ERP, cloud applications, and related systems.
• Identify, document, and escalate critical or recurring issues to higher-level technical support teams.
• Collaborate with development and product teams to resolve product defects and customer feedback.
• Maintain detailed and accurate records of customer interactions, problems, and resolutions in the support ticketing system.
• Provide training and guidance to customers on product usage, features, and troubleshooting steps.
• Test and validate fixes and patches for software issues to ensure quality assurance.
• Stay current on product updates, new features, and industry trends to provide customers with accurate and timely assistance.
• Assist with customer onboarding and configuration of software as required.

Basic Qualifications:

• Experience in a technical support, helpdesk, or IT support role, preferably within the software or SaaS industry.
• Experience with software troubleshooting, system configurations, and problem-solving methodologies.
• Experience working with database systems (e.g., SQL), web technologies, and networking concepts.
• Experience working in a technical or software support role working directly with customers. 
• English communication skills with a focus on customer service.
• Experience working with Java-JavaScript.

Preferred Qualifications:

• Experience with cloud-based technologies and applications.
• Experience with support ticketing systems such as ServiceNow or Zendesk.
• Certifications in ITIL, Microsoft, or other relevant technical certifications.

Hybrid Role