General information

Country
India
State
Telangana
City
Hyderabad
Department
Global Support
Job ID
33837

Description & Requirements


As a Support Software Engineer for the LX (ERP) Enterprise Resource Planning product, you are responsible for resolving customer product issues focusing on achieving timely updates and resolutions, and delivering a superior product and technical support. You will have the opportunity to work on Financial, Manufacturing, and Supply Chain modules as well as technologies such as integration tools and development frameworks. In this role, you will work in close collaboration with other skilled software engineers and business analysts and will be challenged to learn a variety of modules and technologies allowing you to grow professionally.


Key Responsibility

  • Resolve customer product issues utilizing analytical skills in problem interpretation, checking logs, replications, and utilizing the tracking system, support materials, communications channels, and tools.
  • Provide a high-quality and professional customer experience while meeting or exceeding established KPIs and creating quality knowledge content.
  • Develop application knowledge in the specific product suite, technical environment, and technologies.
  • Adhere to incident management standards and is always abreast of updates to tools and standard operating procedures.
  • Participate in special projects and takes on special assignments as needed.
  • Assist support analysts and serves as a resource for others as needed.
  • Manage multiple incidents & problems while working in high-visibility situations.
  • Work independently and with minimal supervision to complete tasks and assignments as directed.
  • Coordinate with internal product and hosting teams to ensure the timely resolution of customer issues.
  • Contribute to our ever-growing Knowledge Base Articles.
  • Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service.


Key Requirements/Experience

  • Minimum of 3 years of related experience with a Bachelor degree; or 3 years and a Master degree; or equivalent work experience.
  • Good communication skills (verbal and written) in English.
  • Experience in customer-facing roles for any enterprise software.
  • Background with an ERP system.
  • Functional Domain knowledge in Finance, Manufacturing, or Supply Chain.
  • Customer management skills with a high commitment to customer satisfaction.
  • Excellent analytical skills and systematic approach to problem-solving.
  • Candidate is willing to work in the US time zone (EST/PST) shift on a rotation basis.
  • Japanese language skills are a plus.


About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all. 

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

For more information visit www.infor.com

Designed for Progress incorporates two powerful concepts:

•       Design, which represents Infor’s commitment to designing with purpose and intent, so our work reflects the changing behaviors and expectations of our users and how they view the world. Our goal is to empower both individual employees and organizations by putting users first, building beauty into everything we do, and redefining expectations for the way the software looks, feels, and functions.

•       Progress, which Infor defines as partnering with customers to drive significant positive change. We are proud of the role we play in helping organizations move forward with their visions of progress, whether that means small steps that make every day a little easier or a giant leap that impacts mankind.

From our deep investments in the future to our commitment to making customers successful every day, everything about Infor is designed for progress.  Our Values Set Us Apart



Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (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. 


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