General information

Country
India
State
Telangana
City
Hyderabad
Job ID
41349
Department
Customer Support

Description & Requirements

The primary function of a Sr. Technical Support Consultant is to respond to operating environment, software, database and hardware support calls.

JOB DUTIES & RESPONSIBILITIES

§   Provides empathetic, courteous client service in an accurate and timely manner in accordance with existing procedures.

§   Provide client support by responding to inquiries, interpreting queries and problems, examining data, error logs, utilizing all available support material and tools to successfully resolve the problem.

§   Resolves issues related to product technical capability and client knowledge and ensures that the client is utilizing appropriate processing procedures.

§   Develops and maintains effective client communications by managing the client’s expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring client satisfaction and improvement in client retention.

§   Provide pre and post sales support by providing technical advice regarding operating systems and hardware installation, operation and data integration and conversions.

§   Assist Client Support Consultants with technical issues by providing guidance in resolving problems and sharing technical knowledge.

§   Assist when necessary in the testing of new versions of operating systems, environments, by loading new versions, and verifying compatibility with Infor’s products, reporting any anomalies to the development team.

§   Participate in special projects providing support of new product installations and teaching clients or Client Support Consultants about product and installation procedures, features of operating systems and interactions with other Infor products, when required.

§   Provide application support to clients for Infor’s products as required.

§   Keep management informed of outstanding issues by preparing monthly/weekly status reports.

§   Manages workload effectively and provides accurate accounting of work and time allocation.

JOB REQUIREMENTS

§   Remaining proficient on current products and learns future products and tools to be utilized in servicing clients.

§   Requires a Bachelor’s degree in the field of Computer Science or Business or a minimum of 7 years of related experience; or an advanced degree without experience, or equivalent work experience.

§   Requires experience with IBM’s IBMi Server

§   Requires experience with RPG (Report Programming Generator Language) and CLP (Control Language Programming).

§   Requires competent knowledge of operating systems and hardware.

§   Requires competent knowledge of database management technology.

§   Requires competent knowledge of Infor’s file structures and data schema.

§   Requires competent knowledge of all open systems hardware and software.

§   Requires competent knowledge of LAN’s/WAN’s

§   Requires competent industry knowledge

§   Requires ability to use Microsoft Office Applications

§   Requires excellent English writing and oral communication skills to explain technical concepts and functionality of systems to non-technical clients.

§   Requires organizational skills to ensure that most effective and timely service is delivered to clients.

§   Requires advanced analytical skills to analyze data, do research, diagnose and solve diverse problems.

§   Requires advanced problem solving skills



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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