General information

Pays
Philippines
Ville
Site éloigné
Identifiant du poste
45330
Department
Customer Support
Expériences
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

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. Serves as primary support liaison between company and customer in a highly team-oriented environment. Conveys customer feedback to product development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments. Operates under general supervision. Responsibilities include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support. Typically reports to the Manager, Support Operations. Requires 1 to 5 years of relevant product experience.

 

A Day in a Life:

  • Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
  • Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
  • Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
  • Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as WebEx or Netmeeting.
  • Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
  • Continues to develop application knowledge in specific product suite and operating environment and technologies.
  • Conveys customer feedback to product development staff.
  • Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
  • Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.
  • Promotes and maintains a high quality, professional, service-oriented company image among users and team.
  • Foster teamwork and collaboration across all teams
  • Assists less experienced Analysts and serves as a resource for others as needed.
  • Contributes information to the Support knowledge base and provides review others content.
  • Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
  • Provides accurate accounting of work and time allocation.
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
  • Identify possible improvements related to work processes and tools

What You Will Need:
  • Knowledge of accounting principles 
  • Basic cost accounting experience 
  • General Ledger functions – account and report maintenance, journal entries, trial balance 
  • Knowledge of Accounts Receivable and Payable processes
  • Basic knowledge in SQL
  • Excellent communications skills.
  • Advanced problem solving and analytic skills.
  • Good writing and editing skills
  • Strong interpersonal and customer service/orientation skills.
  • Experience in ERP system

What Will Put You Ahead?
  • Bachelor’s degree in business or computer science or has experience in functional area i.e. Accounting, Human Resources, Purchasing or Customer Service experience.
  • Prior experience in related industry or software/technical support
  • Possesses working knowledge of assigned product and basic knowledge of operating environments.
  • Possesses full understanding of industry practices as well as Global Support Procedures.
  • Solid 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 clients.
  • Possess ability to both multi-task and manage priorities effectively.
  • Flexibility required to work outside defined role.
  • Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

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

Nos valeurs

Chez Infor, nous visons un environnement fondé sur une philosophie d’entreprise appelée Principle Based Management™ (PBM™) et huit principes directeurs : intégrité, gérance & conformité, transformation, entrepreneuriat fondé sur des principes, connaissance, humilité, respect, réalisation de soi. L’augmentation de la diversité est importante pour refléter nos marchés, nos clients, nos partenaires et les communautés que nous servons aujourd’hui et à l’avenir.

Nous avons un engagement sans relâche envers une culture basée sur PBM. Informé par les principes qui permettent à une société libre et ouverte de s’épanouir, PBM™ prépare les individus à innover, à s’améliorer et à se transformer tout en favorisant une organisation saine et en croissance qui crée de la valeur à long terme pour ses clients et ses partisans et l’épanouissement de ses employés.

Infor souscrit au principe de l’égalité des chances. Nous nous engageons à créer un environnement de travail diversifié et inclusif. Infor ne discrimine pas les candidats ou les employés en raison de leur sexe, de leur race, de leur identité de genre, de leur handicap, de leur âge, de leur orientation sexuelle, de leur religion, de leur origine nationale, de leur statut d’ancien combattant ou de tout autre statut protégé par la loi.

Chez Infor, nous respectons votre vie privée, c’est pourquoi nous avons créé une politique que vous pouvez lire ici.