Infor

As a Product Support Analyst at Infor, you will serve as a key member of the customer support team, providing technical assistance and solutions to users of Infor software products. You will troubleshoot product issues, ensure timely resolution of customer inquiries, and collaborate with cross-functional teams including development, QA, and product management to deliver a world-class support experience.

A Day In The Life Typically Includes: 

• Use of analytical and problem-solving skills to investigate and resolve customer issues reported though a ticketing system.
• Deploy and configure middleware infrastructure such as  Apache, WebLogic and WebSphere as well as RDBMS systems such as PostgreSQL, Aurora, Oracle and SQL Server to replicate customer issues as needed.
• Support entire product including Time & Attendance, Scheduling and Cognos and wide variety of issues ranging from application issues, installation/configuration and performance-related issues.
• Meet or exceed all departmental goals including response times, customer satisfaction levels and knowledgebase contributions.
• Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the Customer's organization.
• Ability to work on call on a rotational basis.
• Work closely with R&D, Product Management and Services team on software defects, enhancement requests and consulting issues respectively.

Basic Qualifications:

• Experience working with Java and SQL with SQL as well as relational database systems.
• Experience working with object-oriented programming.
• Experience working flexible hours.
• Experience working with middleware infrastructure technology such as Wildfly, Apache  WebLogic and WebSphere, AWS,  Aurora , PostgreSQL, Eclipse IDE, setup and remote debugged java code as necessary.
• Groovy and JavaScript experience.

Preferred Qualifications:

• Experience with ITIL practices and support frameworks.
• Multilingual capabilities including proficiency in English.