General information

Country
Mexico
City
Mexico City
Job ID
41281
Department
Customer Support
Experience Level
ASSOCIATE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

As a Product Support Analyst you will provide functional support to customers by answering questions on the functionality and usage of their Infor applications.  You will create and enhance the current knowledge base (KB) article database through updating existing KB's and creating new KB's as well as by serving as the primary support liaison between the Infor Configure, Price, Quote (CPQ) business unit and our customers,


A Day in the life Typically Includes:

  • Work with support colleagues to monitor for any incoming incidents.
  • Answer product application questions.
  • Provide end to end issue resolution.
  • Proactively keep customers informed via incident updates when problems are resolved with a focus on customer satisfaction while documenting all information on Infor’s tracking system.
  • Responsible for documenting the defects, verifying the fixes, and following the processes for closing out the incident with the customers.
  • Provide feedback and updates on issues and customer escalations.
  • Continual personal development and self-study to improve product knowledge. 

Basic Qualifications:

  • Experience with software application support.
  • Experience working in a customer focused role.  
  • Knowledge of Microsoft SQL database.
  • Knowledge of AWS Platform.

Preferred Qualifications:

  • Experience with Manufacturing Requirement Planning systems.
  • Manufacturing Engineering experience.
  • Experience working with customers through a sales cycle.  



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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