General information

Country
Philippines
City
Manila
Job ID
42358
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Ensuring the smooth operation and customer satisfaction with our software products. Whose primary responsibility is to provide technical assistance and support to users, addressing their inquiries, issues, and concerns related to our software applications. Will collaborate closely with cross-functional teams, such as development, and product management, to enhance the overall product experience and contribute to continuous improvement.

Essential Duties
1. Customer Support:
• Respond promptly and effectively to customer inquiries, providing accurate and timely solutions.
• Troubleshoot and diagnose software issues to determine the root cause and implement effective resolutions.
• Guide users through step-by-step instructions and documentation to resolve problems independently.

2. Issue Tracking and Documentation:
• Utilize ticketing systems to log, monitor, and manage customer issues, ensuring comprehensive documentation of each case.
• Collaborate with the development team to report and track software bugs, communicating essential details for swift resolution.

3. Product Knowledge:
• Develop and maintain in-depth knowledge of the company's software products, features, and updates.
• Stay informed about industry trends, best practices, and emerging technologies to provide informed support.

4. Communication and Collaboration:
• Collaborate with cross-functional teams to escalate and prioritize issues that require development intervention.
• Communicate effectively with both technical and non-technical users, ensuring a clear understanding of resolutions and workarounds.
5. Training and Documentation:
• Contribute to the creation and maintenance of user documentation, FAQs, and knowledge base articles.
• Provide training sessions or materials for better understanding and utilization of the software.

6. Continuous Improvement:
• Actively participate in process improvement initiatives.
• Seek opportunities to enhance skills and personal development geared towards overall success of the service provided to customers.

• Has experience in the use and support of any ERP software
• Has had experience in technical/customer support roles.
• Technical proficiency in relevant software applications. (ie. Windows Server, SQL Server... etc)

Basic Qualifications
  • Bachelor’s degree in Computer Science, Information Technology, or any related field.
  • Excellent communication and interpersonal skills.
  • Analytical and problem-solving abilities.
  • Strong customer service orientation.
  • Adaptability and ability to learn quickly in a dynamic environment.
  • Ability to work collaboratively in a fast-paced environment.

Preferred Qualifications
  • Has experience in the use and support of any ERP software
  • Has had experience in technical/customer support roles.
  • Technical proficiency in relevant software applications. (ie. Windows Server, SQL Server... etc)

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 
For more information visit www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ 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 is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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