General information

Pays
Philippines
Ville
Manille
Identifiant du poste
41437
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Provides application support to customers, answering complex questions on function and usage of product via various communication channels.  Support includes functional analysis and/or program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team-oriented environment.  Conveys customer feedback to product development staff.


A Day in The Life Typically Includes: 
  • Resolves customer product issues focusing in achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools.
  • Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.
  • Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures
  • Develops application knowledge in specific product suite, technical environment and technologies.
  • Participates in special projects and takes on special assignments as needed.
  • Participates on 24/7 on call coverage on rotation 
  • Assists other support analysts and serves as a resource for others as needed.


Required Skills

  • Bachelor's degree, or equivalent work experience 
  • Minimum of 3 years’ experience in related industry or software/technical support
  • Advanced problem solving and analytical skills
  • Detail-oriented with a focus on process and quality 
  • Proven organizational skills


Preferred Qualifications

  • Relevant knowledge of assigned product(s), technologies or operating environments a plus.
  • Additional languages (verbal and written) are a plus.
  • Customer Support Certification or equivalent experience.



À propos d’Infor

Infor est un leader mondial des produits logiciels cloud d’entreprise pour les entreprises de marchés sectoriels. Infor crée des suites industrielles complètes dans le cloud et déploie efficacement une technologie qui place l’expérience utilisateur au premier plan, exploite la science des données et s’intègre facilement dans les systèmes existants. Plus de 60 000 entreprises dans le monde font confiance à Infor pour surmonter les perturbations du marché et réaliser une transformation numérique à l’échelle de l’entreprise. 
Pour plus d’informations, visitez 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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