General information

Country
Brazil
City
Sao Paulo
Job ID
40516
Department
Customer Support
Experience Level
ENTRY_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

As a Product Support Analyst for Infor LN, you will provide application and technical support to customers, answering complex questions on function and usage of the product via the telephone and/or remote connections.  Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues.  This position serves as primary support liaison between company and customer, in a highly team-oriented environment.


A Day In The Life Typically Includes:

  • Provide client application support regarding questions with system set up, product functionality and product enhancements within the Finance Module of the ERP.
  • Keep customers informed of how and when problems are resolved with focus on retention and reference ability.
  • Provide additional follow up, testing and troubleshooting.
  • Manage workload effectively following Support Procedures.
  • Responsible for referring when needed to other support analysts, provide feedback to development with guidance from mentor (more senior analysts) and liaises with other departments.
  • Contribute and maintain information in the support knowledge base.
  • Develop product knowledge in specific ERP products and identify areas for further specialization.


Basic Qualifications:

  • Customer management experience with ability to communicate via written or verbal communication. 
  • Prior experience analyzing data research and solving a variety of functional issues.
  • Fluency in Brazilian Portuguese.
  • Knowledge of and/or experience with ERP software.
  • Experience managing customer relationships.

Preferred Qualifications:

  • Fluent in English.
  • Microsoft Office experience.

Location:  Hybrid role

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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