General information

Country
Mexico
City
Mexico City
Job ID
44903
Department
Customer Support
Experience Level
EXECUTIVE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

The Technical Support Analyst is responsible for providing world-class technical support to Infor’s Enterprise customers based in the Americas (US, Canada and LATAM), answering complex questions on software defects, function and usage of the SyteLine product. This role should be able to multi-task and prioritize workload to meet individual and team objectives. This position is for those who thrive in a fast-paced environment and are looking to develop a rewarding career within Product Support. This position offers an exciting opportunity to utilize your product and industry knowledge, and problem-solving skills combined with the extensive product training and job coaching to help the Fortune 500 companies with their challenging issues that are critical to their daily operations.

 

A Day in The Life Typically Includes:

  • Learn SyteLine product.
  • Contribute to Teams metrics by solving incidents following SLAs.
  • Teamwork/collaborate with others to help resolve incidents that involve multiple disciplines.
  • Serves as primary product support POC between Infor and our external customers.
  • Document incidents in required tracking systems.
  • Proactively inform our customers of incident details and resolutions.
  • Responsible for additional follow-up, testing and troubleshooting.


Basic Qualifications:

  • Experience in related technical support environments.
  • PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, and/or product programming.
  • SQL Database and/or any programing code knowledge.
  • Full proficiency in English.


Preferred Qualifications:

  • SyteLine ERP or any other Infor products knowledge.
  • Customer support experience.


Location: Montes Urales Norte 505, Col, Lomas de Chapultepec, Miguel Hidalgo, 11000 Ciudad de México.


Hybrid position (3 days per week in the office).




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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