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 Qualifications:
Bachelor’s degree in business or computer science with 4 to 6 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)

Additional Finance Support Skills Needed

Financial application knowledge including Accounts Payable/Accounts Receivable/General Ledger/Payroll 

Familiarity with month end and year end procedures 

Additional knowledge of advanced financial topics 

Knowledge of finance with other applications areas such as purchasing and manufacturing

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 

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.