Product Support Analyst - - 15495

General information

Country

Mexico

City

Mexico City

Job ID

42240

Department

Customer Support

Experience Level

EXECUTIVE

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

The Product Support Analyst for Infor IPS provides 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. We are looking for support analysts to strengthen our technical team in a technical environment that is evolving at a fast pace.

A Day in The Life Typically Includes:

Resolves client application questions or problems in system set up, product functionality and product enhancements.
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.
Manages workload effectively following Support Procedures.
Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
Contributing and maintaining information in the Support knowledge base.
Developing product knowledge in the specific ERP product and identifying areas for further specialization.

Basic Qualifications:

Customer success experience and English communication skills.
Experience working with customers to work on product related questions or issues and address questions.
Software or tech industry experience.
Fluent in English.
Experience working with ERP software.
Experience working in a team support environment.

Preferred Qualifications:

Experience in Production and/or IT Support.
Experience with GIS (Geographic Information Systems)

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.