Infor

Responsible for supporting the functionality of the product SX.e.  Applicant needs to know and understand the Distribution industry. Should be proficient in EDI, BODs, and APIs. Provides product support assistance to customers, answering complex questions on function and usage of product SX.e. Serves as primary support liaison between company and customer. Communicate customer feedback to appropriate product development area.

A Day in The Life Typically Includes:

• Assists and resolve client questions or problems, focusing on product functionality, operating environments, system configuration/setup and bugs/enhancements.
• Responsible for being a liaison with Development and other departments to ensure proper handling of customer issues.
• Assists in product enhancement /development and testing fixes and new versions, verifying compatibility and providing feedback.
• Participates in special projects and takes on special assignments including teaching other Analysts procedures, features of products etc.
• Identifies possible improvements related to working processes and tools.
• Assists team members with complex & high severity problems guiding problem resolution and demonstrates the ability to adapt to increases in workload.
• Creates documentation and Knowledge Base content and reviews other content.
• Supports Customer Success / Professional Services (ICS) activities.
• Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

Basic Qualifications:

• Knowledge of assigned products and Global Support Procedures.
• Detail oriented with attention on process and quality.
• PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
• Demonstrates analytical skills to analyze data, research, diagnose and solve diverse problems.
• Time management, decision-making and organizational skills required to ensure the most effective and timely delivery of service to clients.
• Full proficiency in English.

Preferred Qualifications:

• Previous experience in a helpdesk environment providing product support.