General information

Mexico City
Global Support
Job ID

Description & Requirements

Provides technical support assistance to customers, 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.

 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.
  • Focuses on retention and documentation of learned information using approved tools such as incident events and Knowledge Base.
  • 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.

Basic Qualifications:

  • Experience in related industry or software/technical support.
  • 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.
  • Organizational, problem solving and analytic skills to insure most effective and timely delivery of service to customers.
  • Proficiency in English.

Preferred Qualifications:

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

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. 
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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.

At Infor we value your privacy that’s why we created a policy that you can read here.