Información general

País
Filipinas
Ciudad
Manila
ID vacante
45530
Departamento
Customer Support
Experiencia laboral
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Descripción y Requisitos

Provides application support to customers by answering questions on the functionality and usage of Infor Localization products through various communication channels. Serves as the primary support liaison between the company and the customer in a highly collaborative environment.

The analyst is expected to develop a thorough understanding of both the technical components and functional business processes relevant to country-specific legal and tax requirements. The role involves working closely with peers, mentors, and development teams to investigate, document, and resolve localization-related support cases. This is a base-level position that reports to the Product Support Manager.


A Day in a Life:
  • Resolves clients' questions or problems on the use of the product, focusing on product functionality, operating environments, and system configuration/setup, via phone, chat, or other online channels.
  • Provides specialized support on localization features tied to country-specific tax, legal, and reporting requirements (e.g., VAT, e-invoicing, withholding tax, SAF-T).
  • Performs issue reproduction, analysis, and troubleshooting for cases related to localization, collaborating with development teams as needed.
  • Reviews and interprets data from SQL queries, XML files, and Business Object Documents (BODs) to support issue diagnosis.
  • Maintains ownership of support cases through resolution and documentation, following defined support processes.
  • Promotes and maintains a high-quality, professional, service-oriented image among customers and peers.
  • Provides after-hours support for critical incidents during evenings, weekends, Infor holidays, and special events, when required.
  • Escalates product issues appropriately and conveys customer feedback to development and product teams.
  • Participates in efforts to improve knowledge base articles, documentation, and internal troubleshooting references.
  • Collaborates closely with global teams and works effectively in a time-sensitive, compliance-driven support environment.

What You Will Need:
  • Graduate of a Business or Technology-related course (e.g., Accounting, Finance, Information Technology, Computer Science, Business Administration)
  • Good finance background, with knowledge of:
- Basic accounting principles
- Tax reporting and compliance
- Invoicing processes
- Localization-related reports
  • Basic SQL knowledge for data checking and analysis
  • Familiarity with XML and BODs (Business Object Documents) used in ERP or integration scenarios
  • Strong analytical and problem-solving skills
  • Detail-oriented, with a focus on process adherence and quality
  • Excellent interpersonal and communication skills
  • Proficient PC skills, with experience using tools for Testing, Troubleshooting, Case or call logging systems
  • Strong organizational skills to ensure effective and timely service delivery
  • Flexible and adaptable to work beyond defined responsibilities when needed
  • Able to multi-task and manage priorities in a fast-paced support environment

What Will Put You Ahead?
  • Experience in Software or ERP implementation is preferred but not required - this is especially helpful when working with localized ERP configurations or supporting customers during go-live and regulatory rollouts.
  • Understanding of key business processes relevant to Infor Localization, such as:
- Invoicing – Knowledge of formats and rules used in electronic invoicing (e.g., XML-based invoicing, government portals)
- Taxation – Familiarity with VAT, withholding tax, or real-time reporting requirements in localized ERP features
- Auditing – Awareness of documentation and reporting standards needed for statutory and government audits
- Inventory Management – Insight into how localized reporting or tax applies to goods movement and valuation
- Financial Reporting – Experience with local statutory reports, including balance sheets, P&L, and compliance outputs
- Month-End Closing and Reporting – Understanding how closing activities tie into localization reports and tax declarations
- Bank Reconciliation and Reporting – Familiarity with local bank formats, payment file generation, and reconciliation logic


Acerca de Infor

Infor es una empresa global que proporciona productos de software en la nube para todas las áreas de un negocio y para todo tipo de industria. Infor desarrolla suites integrales por industria en la nube e implementa tecnología de forma eficiente que prioriza la experiencia del usuario, aprovecha la ciencia de datos y se integra fácilmente en los sistemas existentes. Más de 60 000 empresas en todo el mundo confían en Infor para ayudarles a superar las disrupciones del mercado y lograr la transformación digital en todas las áreas de sus negocios. 
Para más información, visita www.infor.com 

Nuestros Valores

En Infor, nos esforzamos por lograr un entorno que se base en nuestra filosofía MBM™ y ocho Principios Fundamentales: Integridad, Administración y Cumplimiento, Transformación, Espíritu Empresarial basado en principios, Conocimiento, Humildad, Respeto y Autorrealización. El aumento de nuestra diversidad es importante para reflejar nuestros mercados, clientes, socios y comunidades a las que servimos ahora y en el futuro.br>

Tenemos un compromiso implacable con una cultura basada en una filosofía empresarial denominada Principle Based Management™ (PBM™). De acuerdo con estos principios, permite que florezca una sociedad libre y abierta, PBM™ prepara a las personas para innovar, mejorar y transformar mientras fomenta una organización saludable y en crecimiento que crea valor a largo plazo para sus clientes y simpatizantes y satisfacción para sus empleados.div>

Infor es un empleador que ofrece igualdad de oportunidades. Estamos comprometidos a crear un ambiente de trabajo diverso e inclusivo. Infor no discrimina a los candidatos o empleados por su sexo, raza, género, identidad, discapacidad, edad, orientación sexual, religión, origen nacional, condición de veterano o cualquier otra condición protegida por la ley.

En Infor valoramos tu privacidad por eso creamos una política que puedes leer read here.

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