General information

Country
Poland
City
Wroclaw
Department
Global Support
Job ID
27429

Description & Requirements

Product Support Analyst with German - ERP for discrete manufacturing

About Infor
Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all.
We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.
For more information visit www.infor.com

Position Summary
Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality.
If needed conveys customer feedback to product development staff and co-operates with development in order to clarify the issue.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.
Contributes information to the Support knowledge base, when necessary.
Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
Takes initiative to constantly develop skills given functional area of the product.

Key Responsibilities

  • Serve as primary support liaison between company and customer and documents incidents in required tracking system
  • Analyze reported issues, checks it directly on customer´s end and reproduces in internal system
  • Participate in issue solving process
  • Communicate with Development and other departments whenever necessary
  • Upon request participate in special projects or teleconferences with customer
  • Maintain Support knowledge base – internal or public entries, publish product information provided by Product Management

Key Requirements/Experience
  • Very good or good command of German (C1),
  • very good command of MS Windows,
  • strong communication skills,
  • great analytical skills,
  • readiness to speak to customers,
Nice to have:
  • Databases (SQL and/or Oracle)
  • SQL – ability to build basic statements and queries
  • basic programming knowledge
Our Values
Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.
We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor does not discriminate in employment opportunities or practices on the basis of race, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age or individuals with disabilities.
At Infor we value your privacy that’s why we created a policy that you can read here.
The information above is not complete and may change once joining Infor in future but this is a guide of the overall role. Please find further information here: http://www.infor.com/

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees. 


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