General information

Software as a Service
Job ID

Description & Requirements

Driven. Passionate. Innovative.
As a Technical Support Analyst, you will be a team member in the Global Support organization and you will provide responsive, world-class, quality support to customer accounts for Infor’s products, specifically for Infor Manufacturing Execution System (MES).

This is a role that is both technical and functional, so amongst your daily activities you will:

• Provide product support by monitoring the support queues, responding to incidents, interpreting queries and problems (using SQL and C# where relevant), examining data, and error logs, and utilizing all available support material and tools to successfully resolve the problem

• Develop and maintain effective customer communications by managing the customer’s expectations using negotiation, persuasion, diplomacy, and clear communication, ensuring customer satisfaction and customer retention

A Day in The Life Typically Includes:
• Documenting incidents in required tracking systems
• Proactively informing customers of incident details and resolutions in line with the Global Support standards
• Investigating reported problems using debugging tools
• Focusing on developing knowledge in Infor MES and skills in SQL and C# to troubleshoot and resolve reported issues effectively (training will be provided)
• Updating Knowledge Base content with new information
• Liaising with colleagues and other departments to ensure proper handling of customer issues
• Managing workload effectively by following Global Support Procedures to ensure the successful completion of tasks

What You Will Need:
Basic Qualifications:
• Bachelor’s degree in Computer Science/IT or related field
• Alternatively, prior experience in a related industry or software/technical support
• Passion for developing individual programming skills
• Excellent English skills (oral and written)

What Will Put You Ahead?
Preferred Qualifications:
• Knowledge or experience of Microsoft SQL Server (training will be provided)
• Knowledge or experience of C# (training will be provided)
• Solid IT skills with knowledge of various software applications used troubleshooting
• Experience with call logging and ticketing tools
• Excellent communication, presentation, organizational, and planning skills - to ensure the most effective and timely delivery of service
• Ability to verbally present complex concepts and technical information to a non-technical audience in a clear and concise manner
• Advanced problem-solving and analytic skills are a plus
• Bonus points for in-depth knowledge/experience in Manufacturing, Customer Service, IT
• Strong interpersonal and customer service/orientation skills

About Infor
Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all.
We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.
As a global company with growth opportunities and limitless opportunities, we believe that everyone should be an entrepreneur in their role. At Infor, there are countless opportunities for you to be challenged and contribute towards transformative growth. Sounds exciting? Apply today!

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Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.


We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (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.