General information

Country
Malaysia
City
Remote Location
Job ID
42766
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Remote

Description & Requirements

APAC SyteLine Technical and Functional Support own, investigate, execute and deliver timely resolution of cases and problems that have been logged to Infor support portal.


Essential Duties:

• Be part of Infor APAC team, contribute to investigate, testing and disaster recovery of incident logged by customers.
• This role requires installation and configuration of the application, diagnosis of application faults and solving technical and applications problems, either over the phone or incident communication.
• Work includes handling incoming issues from customers in APAC region generally and Japan specifically.
• Expertise in trouble shooting combined with a solid understanding of how the application works in the environment is a key success factor.
• Ensure all proper steps/tests are performed during incident analysis including thorough search on Infor knowledgebase.
• Report any problems/errors to Development.
• Record all problems and its resolution into Support portal.
• Performing testing for new patch releases and bug fixes.
• Handle complex issues and perform daily support activities. 
• Pro-active monitoring, participate in complex system discussions and resolve technical issues.
• Provide high standard of technical and functional support to customers.
• Effectively monitor and resolve all escalated or visible technical incident and problems.
• Monitors and maintains quality of deliverables.
• Provide customers with premium level of support.
• Providing technical support to business or end users.
• Troubleshoots problems and proposes workaround.
• Liaison with relevant parties in problem solving. 
• A team player with excellent analytical and problem-solving skills.
• Demonstrates professional skill and a high standard of fairness and integrity.
• Ensuring Infor standard support process and procedures are met and maintain.

Basic Qualifications: 

• Candidate must possess at least a bachelor’s degree in computer Science, Information Technology, post Graduate Diploma, Engineering, Science & Technology, or equivalent.
• 5 years in a similar role within the IT services industry or a multinational manufacturing environment.
• Technology Savvy - able to use technology to achieve work objectives.

Preferred Qualifications:

• Solid knowledge of ERP software preferable with SYTELINE system support or implementation experiences.
• Experience in supporting ERP and cross product, large, complex global customers with multi-sites environment.
• Solid knowledge of client/server and web applications management and configuration.




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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