Allgemeine Informationen

Land
Philippinen
Stadt
Entfernter Standort
Job-ID
45330
Abteilung
Customer Support
Beruflicher Werdegang
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Beschreibung & Anforderungen

Provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team-oriented environment. Conveys customer feedback to product development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments. Operates under general supervision. Responsibilities include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support. Typically reports to the Manager, Support Operations. Requires 1 to 5 years of relevant product experience.

 

A Day in a Life:

  • Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
  • Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
  • Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
  • Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as WebEx or Netmeeting.
  • Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
  • Continues to develop application knowledge in specific product suite and operating environment and technologies.
  • Conveys customer feedback to product development staff.
  • Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
  • Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.
  • Promotes and maintains a high quality, professional, service-oriented company image among users and team.
  • Foster teamwork and collaboration across all teams
  • Assists less experienced Analysts and serves as a resource for others as needed.
  • Contributes information to the Support knowledge base and provides review others content.
  • Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
  • Provides accurate accounting of work and time allocation.
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
  • Identify possible improvements related to work processes and tools

What You Will Need:
  • Knowledge of accounting principles 
  • Basic cost accounting experience 
  • General Ledger functions – account and report maintenance, journal entries, trial balance 
  • Knowledge of Accounts Receivable and Payable processes
  • Basic knowledge in SQL
  • Excellent communications skills.
  • Advanced problem solving and analytic skills.
  • Good writing and editing skills
  • Strong interpersonal and customer service/orientation skills.
  • Experience in ERP system

What Will Put You Ahead?
  • Bachelor’s degree in business or computer science or has experience in functional area i.e. Accounting, Human Resources, Purchasing or Customer Service experience.
  • Prior experience in related industry or software/technical support
  • Possesses working knowledge of assigned product and basic knowledge of operating environments.
  • Possesses full understanding of industry practices as well as Global Support Procedures.
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Strong organizational skills required to insure most effective and timely delivery of service to clients.
  • Possess ability to both multi-task and manage priorities effectively.
  • Flexibility required to work outside defined role.
  • Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

Über Infor

Infor ist ein weltweit führender Anbieter von Business-Cloud-Softwareprodukten für Unternehmen in branchenspezifischen Märkten. Infor entwickelt komplette Branchensuiten in der Cloud und setzt effizient Technologien ein, die die Benutzererfahrung in den Vordergrund stellen, Data Science nutzen und sich problemlos in bestehende Systeme integrieren lassen. Mehr als 60.000 Unternehmen weltweit vertrauen auf Infor, wenn es darum geht, Marktstörungen zu überwinden und eine unternehmensweite digitale Transformation zu erreichen.nbsp;
Weitere Informationen finden Sie unter www.infor.com 

Unsere Werte

Bei Infor streben wir ein Umfeld an, das auf einer Geschäftsphilosophie Principle Based Management™ (PBM™) und acht Leitprinzipien basiert: Integrität, Stewardship &; Compliance, Transformation, prinzipientreues Unternehmertum, Wissen, Bescheidenheit, Respekt, Selbstverwirklichung. Die zunehmende Vielfalt ist wichtig, um unsere Märkte, Kunden, Partner und Gemeinschaften, in denen wir jetzt und in Zukunft tätig sind, widerzuspiegeln.

Wir engagieren uns unermüdlich für eine Kultur, die auf PBM basiert. Basierend auf den Prinzipien, die es einer freien und offenen Gesellschaft ermöglichen, zu gedeihen, bereitet PBM™ den Einzelnen darauf vor, innovativ zu sein, sich zu verbessern und zu transformieren und gleichzeitig eine gesunde, wachsende Organisation zu fördern, die langfristigen Wert für ihre Kunden und Unterstützer und Erfüllung für ihre Mitarbeiter schafft.

Infor ist ein Arbeitgeber, der sich für Chancengleichheit einsetzt. Wir setzen uns dafür ein, ein vielfältiges und integratives Arbeitsumfeld zu schaffen. Infor diskriminiert Bewerber oder Mitarbeiter nicht aufgrund ihres Geschlechts, ihrer Rasse, ihrer Geschlechtsidentität, ihrer Behinderung, ihres Alters, ihrer sexuellen Orientierung, ihrer Religion, ihrer nationalen Herkunft, ihres Veteranenstatus oder eines anderen gesetzlich geschützten Status.

Bei Infor schätzen wir Ihre Privatsphäre, deshalb haben wir eine Richtlinie erstellt, die Sie hier lesen können..