General information

Global Support
Job ID

Description & Requirements

Provides support to customers, answering questions on function and usage of product, primarily via the telephone and secondarily via written update inside Support Incidents.  Serves as primary support liaison between company and customer in a highly team-oriented environment.  Conveys customer feedback to product development staff via technical escalations.  Expected to develop a thorough knowledge of company’s products.

Essential Duties:

Resolves clients' questions or problems regarding use of product over the telephone or Internet focusing on product functionality, operating environments, and system configuration/setup.

• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.

• Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.

• Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as ZOOM, Teams Meeting, etc.

• Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. Development, Professional Services, Sales, etc. to insure proper handling of customer issues.

• Focuses on developing knowledge in specific product suite or operating environments.      Promotes and maintains a high quality, professional, service-oriented company image among users and team.

·  Ability to assist with sometimes complex and technical installation environments including but not limited to IIS and .Net install/setup/troubleshooting. 

• Contributes information to the Support knowledge base.

• Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

Basic Qualifications:

Requires a Bachelor’s degree (Accounting or Information Technology) or a minimum of 2 years of related experience; or equivalent work experience. Requires functional experience in General Ledger, Accounts Payable, Accounts Receivable; etc.

Strong understanding of windows, MS-SQL query statements, willingness to become familiar with database design, Crystal reports and RAS. 

Must possess excellent analytical and problem-solving skills.  Must have excellent English (written and speaking) skills.

Must possess excellent interpersonal and communications skills – must be able to provide oral and written communication that effectively articulates complex ideas and/or questions.

Must be detailed oriented with attention to process and quality orientation.

Must have strong understanding of .NET and Internet Information Services IIS, MS-SQL knowledge or database administration and various software applications used for testing, troubleshooting, call logging, etc.  Must have strong organizational skills required to insure most effective and timely delivery of service to customers.

Required Qualifications:

• Flexibility required to work outside of defined role and shift priorities quickly.

  • Must be able to multi-task in a fast-paced environment and manage priorities effectively.
  • Knowledge of and the ability to utilize, a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
  • Knowledge of techniques, roles, and responsibilities in providing technical, or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.
  • Must have a basic understanding of Generally Accepted Accounting Principles (GAAP).
  • Must have00202+ years of experience working with Windows IIS and .Net.
  • 2+ years of experience troubleshooting in a Saas environment.
  • Understanding and review of website/software installation documentation and ability to perform Saas installations ensuring that it is done in accordance with Infor standards and best practices.
  • Must be available to work routinely in U.S. EST timings from 8AM to 5PM and to be available to be On Call until 8PM EST.
  • Extremely strong command of the English language.

Preferred Qualifications:

  • Extremely strong command of the English language.

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. 
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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.

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