Infor

Provides technical support assistance to customers, answering complex questions on function and usage of product via telephone and/or Internet. Serves as primary support liaison between company and customer. Communicate customer feedback to appropriate product development area. Possesses basic knowledge of operating system environments and product functionality.

 A Day in The Life Typically Includes:

• Resolves clients' questions or problems over telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
• Serves as primary support liaison between company and customer.
• Documents incidents in required tracking systems.
• Proactively informs customer of incidents details and resolutions.
• Focuses on retention and documentation of learned information using approved tools such as incident events and Knowledge Base.
• Responsible for additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
• Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.

Basic Qualifications:

• Experience in related industry or software/technical support.
• Working knowledge of operating system environments and knowledge of product functionality.
• PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, and product programming.
• Organizational, problem solving and analytic skills to insure most effective and timely delivery of service to customers.
• Proficiency in English.

Preferred Qualifications:

• Progress Databases.
• Linux/AIX.
• Cloud based solutions.
• Distribution Software.
• SQL.