General information

Country
United States
City
Remote Location
Job ID
42770
Department
Customer Support
Experience Level
ASSOCIATE
Employment Status
FULL_TIME
Workplace Type
Remote

Description & Requirements

Infor’s Factory Track Product Support Analyst offers functional support to assist customers via chat, phone, or ticketing system. This role focuses on answering questions or troubleshooting issues with our cloud-based Factory Track software integrated with Infor ERPs LN, M3 and CSI.

A Day in The Life Typically Includes:
  • Respond to and work new and existing cases from customers from the Customer Care team, Concierge/Service Now ticket portal, or TeamSupport chat within SLAs to meet or exceed monthly team and individual KPI goals.
  • Work with customers to understand their issue, log the issue in internal system and report JIRA to the development team.
  • Ensure a positive customer experience.
  • Attend daily stand-up and/or other meetings as requested.

Basic Qualifications:
  • Experience in support using ServiceNow.
  • Knowledge of warehousing procedures.
  • Knowledge of peripheral devices such as barcode label printers and barcode scanners.
  • Experience working in a customer service environment.
  • Ability to be on Pager Duty over evenings and weekends on a rotational basis.
  • Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Preferred Qualifications:
  • Experience in FT, LN, CSI, M3 or any WMS product.
  • Previous experience using BarTender software would be an added advantage.

US Remote (Dallas, TX or Alpharetta, GA)


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.

This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf
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