General information

Global Support
Job ID

Description & Requirements

Resolves customer product issues focusing in achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools. 

Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other departments to ensure proper handling of customer issues.     

Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures   

Provides courteous customer service in an accurate and timely manner in accordance with existing procedures.     

Develops application knowledge in specific product suite, technical environment and technologies. 

Essential Duties 

  • Develops professional expertise, applies company policies and procedures to resolve a variety of issues. Determines a course of action based on guidelines and modifies processes and methods as required. 
  • Provides a quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content to provide customer's a complete solution to their incident.
  • Participates in special projects and takes on special assignments as needed. 
  • Works on problems of moderate scope which are often varied and routine where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Applies learned techniques and contributes to analysis and investigation to solve problems.
  • 24/7 on call coverage on rotation required. Standard working hours 8 AM eastern to 5 PM eastern time zone /5:30 PM IST to 2:30 AM Ist

Basic Qualification 
  • Bachelor’s degree in business or computer science with 3 to 5 years of experience with customer interaction
  • Advanced PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.  
  • Demonstrates analytical skills to analyze data, do research, diagnose, and solve technical problems.  
  • Excellent writing, editing and communications skills.  
  • Time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to clients.  
  • Ability to provide customer service and interpersonal skills. 
  • Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.  
  • Knowledge in following required: IBM iSeries platform, Windows Servers, Windows operating systems and hardware 
  • Knowledge of database management technology 
  • Knowledge of file structures and database relationships

Preferred Qualifications
  • Trouble shooting feature rich Web based client applications (i.e., Net-Link, Edge, Chrome developer tools)  
  • Network troubleshooting (i.e., DNS, Firewalls, TCP/IP, IBMi device configuration) 
  • Windows Server 
  • Windows 10 and 11  
  • Relational databases (i.e., SQL server, Oracle, IBMi DB2, JDBC) 
  • Object Oriented Databases 
  • IBMi job management (i.e., Job descriptions, User profiles, Routing entries, Job queues, Subsystems, print queues, data queues)

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

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 Principle Based Management™ (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.