General information

Country
Mexico
City
Mexico City
Job ID
43868
Department
Customer Support
Experience Level
ASSOCIATE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Infor is seeking a Technical Support Analyst to join our team. As a Technical Support Analyst, you will be the first point of contact for our customers, providing technical assistance and resolving issues related to Infor's suite of software solutions. You will work directly with clients to troubleshoot, diagnose, and resolve technical problems, ensuring their continued success with our products. If you're passionate about technology, problem-solving, and customer service, we’d love to have you on our team.

A Day In The Life Typically Includes:

  • Provide first-line technical support to customers by troubleshooting and resolving software-related issues.
  • Diagnose and resolve technical problems related to Infor’s software solutions, including ERP, cloud applications, and related systems.
  • Identify, document, and escalate critical or recurring issues to higher-level technical support teams.
  • Collaborate with development and product teams to resolve product defects and customer feedback.
  • Maintain detailed and accurate records of customer interactions, problems, and resolutions in the support ticketing system.
  • Provide training and guidance to customers on product usage, features, and troubleshooting steps.
  • Test and validate fixes and patches for software issues to ensure quality assurance.
  • Stay current on product updates, new features, and industry trends to provide customers with accurate and timely assistance.
  • Assist with customer onboarding and configuration of software as required.

Basic Qualifications:

  • Experience in a technical support, helpdesk, or IT support role, preferably within the software or SaaS industry.
  • Experience with software troubleshooting, system configurations, and problem-solving methodologies.
  • Experience working with database systems (e.g., SQL), web technologies, and networking concepts.
  • Experience working in a technical or software support role working directly with customers. 
  • English communication skills with a focus on customer service.
  • Experience working with Java-JavaScript.

Preferred Qualifications:

  • Experience with cloud-based technologies and applications.
  • Experience with support ticketing systems such as ServiceNow or Zendesk.
  • Certifications in ITIL, Microsoft, or other relevant technical certifications.

Hybrid 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.

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

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