General information

Country
United States
State
Texas
City
Dallas
Job ID
45825
Department
Customer Support
Experience Level
ENTRY_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

We are looking for a dedicated and experienced Product Support Analyst to join our Infor Factory Track support team. In this mid-level role, you will be responsible for troubleshooting and resolving functional and technical issues related to Infor Factory Track modules such as Time Track, Shop Floor, Inventory, and Warehouse Mobility. You will work closely with customers and internal teams to ensure quick resolution of issues while maintaining high levels of customer satisfaction.

 

A Day in The Life Typically Includes:

 

  • Provide functional and technical support for Infor Factory Track via phone, email, and case management systems.
  • Analyze and troubleshoot customer issues in areas such as time and attendance, barcode scanning, labor reporting, inventory tracking, and shop floor execution.
  • Replicate customer issues in test environments and identify root causes.
  • Document case resolutions and contribute to the internal knowledge base.
  • Collaborate with cross-functional teams, including development, cloud operations, and QA, for issue resolution and enhancements.
  • Follow defined support processes to ensure consistent and high-quality service delivery.
  • Escalate complex or unresolved issues to senior analysts or development teams as needed.
  • Participate in on-call or after-hours rotations for high-priority case handling.

 

Required skills:

 

  • Experience in product or application support in a software or ERP environment.
  • Experience with warehouse and manufacturing processes.
  • Experience with SQL (e.g., querying logs, analyzing data).
  • Experience with Windows Server, IIS, and mobile scanning devices.
  • Experience working with customers, troubleshooting and explaining solutions clearly.
  • Ability to work in Dallas, Texas office 3 days a week 11:00 am CST to 8:00 pm CST.
  • US Citizenship or Greencard is required for this role as it will work on Govcloud.

 

Preferred Qualifications:

  • Experience supporting or working with Infor Factory Track integration with Infor Cloud Suite Industrial (Syteline) is a plus.
  • Experience with Infor Mongoose framework, Factory Track installations, or upgrades.
  • Knowledge of Infor ION, IDOs, or custom integration tools.
  • Exposure to cloud-hosted applications (Infor OS, AWS, Azure).
  • Experience working in a support 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.

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