Infor

The Senior Product Support Analyst provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and/or internet. Support includes functional analysis, program analysis, testing, and debugging to resolve customer-reported issues. This role serves as the primary support liaison between company and customer in a highly team-oriented environment and conveys customer feedback to product development staff.

A Day in The Life Typically Includes: 

• Resolving highly complex and critical cases/questions/problems on use of product focusing on product functionality, technical environments, and system configuration/setup
• Performing functional analysis, program analysis, testing, and debugging to resolve customer-reported issues
• Promoting and maintaining a high quality, professional, service-oriented company image among users and team
• Serving as product expert on critical issues, coordinating the support activities of analysts from different teams, and demonstrating sound judgment and decision making while maintaining positive relations with team and customer
• Providing team mentoring and leadership, contributing to a positive team environment increasing both team and customer satisfaction
• Addressing escalated cases/customers by applying functional and business knowledge for resolution
• Conveying customer feedback to product development to relay customer perspective and sentiment

Basic Qualifications: 

• Previous experience providing product support
• Previous customer service experience
• Knowledge of US employment, payroll, and tax rules
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship

Preferred Qualifications: 

• Bachelor’s degree in business or computer science
• Previous experience supporting or using the Infor HR Talent product
• Previous experience with SQL, programmatic structures, JAVA, and cloud infrastructure