General information

Country
Mexico
City
Mexico City
Department
Global Support
Job ID
34729

Description & Requirements

Provides technical support assistance to Infor’s Cloud Distribution clients, answering complex questions on function and usage of product via telephone and/or Internet. Serves as primary support liaison between company and customer. Communicate customer feedback to appropriate product development area. Possesses basic knowledge of operating system environments and product functionality. This position supports the functionality of our Cloudsuite Distribution solution, which helps distributors facilitate growth potential. With our CloudSuite Distribution solution, distributors can optimize every facet of operations — from sales, omni-channel engagement, inventory, and warehouse management, to financials, value-add services, and more.


 A Day in The Life Typically Includes:

  • Resolves clients' questions or problems over telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
  • Serves as primary support liaison between company and customer.
  • Documents incidents in required tracking systems.
  • Proactively informs customer of incidents details and resolutions.
  • Responsible for additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
  • Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge.
  • Provides application support to clients as required.
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.



Basic Qualifications:

  • Experience working in Computer Science or equivalent technical training and/or work experience.
  • Prior experience in software/technical support.
  • Possesses basic working knowledge of operating system environments and knowledge of product functionality.
  • PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, and product programming.
  • Full proficiency in English.



Preferred Qualifications:

  • Progress Databases.
  • Linux/AIX.
  • Cloud based solutions.
  • Distribution Software.
  • SQL.


Location:  Mexico City, Mexico


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.


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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