Infor

Provides support to customers, answering questions on function and usage of product via the telephone and/or written update inside Support Incidents.  Conveys customer feedback to product development staff.  Expected to develop a thorough knowledge of company’s products. Operates under limited supervision in a high team-oriented environment. Typically reports to the Manager, Support Operations.

 Core Responsibilities

Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.

·       Serves as the primary Support Liaison between the company and customer, resolving customer product issues focusing on 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.

·       Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as ZOOM, Teams Meeting, etc.

·       Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures.

·       Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.

·       Develops application knowledge in specific product suite, technical environment and technologies.

·       Participates in special projects and takes on special assignments as needed.

·       24/7 on call coverage on rotation may be required.

·       Assists support analysts and serves as a resource for others as needed.

·       Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. ICS, Finance, etc to insure proper handling of customer issues.

·       Focuses on developing knowledge in specific product suite or operating environments.

·       Promotes and maintains a high quality, professional, service-oriented company image among users and team.

·       Contributes information to the Support knowledge base.

·       Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

·       Provides accurate accounting of work and time allocation.

Education, Knowledge and Skills

·       Requires a Bachelor’s degree in Business Administration with a minimum of 4 years of related experience; or Master in Business Administration with 2 years’ experience or a Bachelor degree with 5 years of related experience in Manufacturing and Distribution.

·       Requires functional experience in Manufacturing and/or Product Distribution.

·       Previous Customer Service experience preferred.  

·       Relevant knowledge of System21, IBMi Server a plus.

·       Excellent analytical and problem-solving skills.

·       Excellent English (written and speaking) skills.

·       Excellent interpersonal and communications skills – must be able to provide oral and written communication that effectively articulates complex ideas.

·       Detailed oriented with attention on process and quality orientation.

·       Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc..

·       Strong organizational skills required to insure most effective and timely delivery of service to customers.

·       Flexibility required to work outside of defined role.

·       Possess ability to both multi-task and manage priorities effectively.

·       Must be available to work (Primarily) in U.K. GMT Timings from 8AM to 5PM and (periodically) U.S. EST or Asia Pacific timings from 8AM to 5PM