General information

Country
Tunisia
City
Tunis
Job ID
45597
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

At the highest level, you are the person responsible for ensuring exceptional support experiences for our customers using the Manufacturing and Planning modules of our Cloudsuite Industrial / SyteLine ERP system. As a Product Support Analyst, you will act as a trusted advisor, applying your finance and ERP knowledge to analyze customer-reported issues, answer functional and technical questions, and collaborate with our development team to drive product improvement.

You’ll play a vital role in supporting our customers to be fully operational with their manufacturing and planning processes and helping them get the most value from their solutions. This is a great opportunity to become a specialist in manufacturing and supply chain management enterprise software within a global support team.

A Day in The Life Typically Includes:

Product Support Analysts serve as subject matter experts and customer advocates, especially for manufacturing and supply chain management related ERP functionality. You will manage support cases from start to finish, using problem-solving skills and business knowledge to guide customers toward effective solutions.

This is accomplished by:

  • Serving as the primary point of contact for European customers on manufacturing and supply chain management ERP questions and issues.
  • Analyzing and resolving customer-reported problems, providing timely updates and guidance through to case closure.
  • Reproducing software issues and working with the product development team to identify and resolve defects.
  • Ensuring all customer interactions and case activities are clearly documented in our internal tracking systems.
  • Collaborating with support leadership and product managers to escalate urgent issues and share customer feedback.
  • Continuously developing your ERP and manufacturing knowledge through structured training, peer collaboration, and self-study.

Basic Qualifications:

  • Bachelor’s degree in Business, Computer Science, or a related field OR equivalent relevant experience.
  • Expert knowledge of manufacturing and planning processes.
  • Excellent written and verbal communication skills in English.
  • Strong customer service orientation with effective interpersonal and organizational skills.
  • Proven ability to multi-task and manage competing priorities in a fast-paced environment.
  • Analytical thinking with the ability to troubleshoot functional software issues.

Preferred Qualifications:

  • Experience using or supporting ERP software systems (e.g., Cloudsuite Industrial / SyteLine or similar).
  • Working knowledge of SQL or basic programming is an advantage.
  • Prior experience supporting software for manufacturing operations is a plus.
  • Knowledge of European financial regulations or accounting standards is a plus.

 


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.

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