General information

Pays
Philippines
Ville
Manille
Identifiant du poste
45530
Department
Customer Support
Expériences
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Provides application support to customers by answering questions on the functionality and usage of Infor Localization products through various communication channels. Serves as the primary support liaison between the company and the customer in a highly collaborative environment.

The analyst is expected to develop a thorough understanding of both the technical components and functional business processes relevant to country-specific legal and tax requirements. The role involves working closely with peers, mentors, and development teams to investigate, document, and resolve localization-related support cases. This is a base-level position that reports to the Product Support Manager.


A Day in a Life:
  • Resolves clients' questions or problems on the use of the product, focusing on product functionality, operating environments, and system configuration/setup, via phone, chat, or other online channels.
  • Provides specialized support on localization features tied to country-specific tax, legal, and reporting requirements (e.g., VAT, e-invoicing, withholding tax, SAF-T).
  • Performs issue reproduction, analysis, and troubleshooting for cases related to localization, collaborating with development teams as needed.
  • Reviews and interprets data from SQL queries, XML files, and Business Object Documents (BODs) to support issue diagnosis.
  • Maintains ownership of support cases through resolution and documentation, following defined support processes.
  • Promotes and maintains a high-quality, professional, service-oriented image among customers and peers.
  • Provides after-hours support for critical incidents during evenings, weekends, Infor holidays, and special events, when required.
  • Escalates product issues appropriately and conveys customer feedback to development and product teams.
  • Participates in efforts to improve knowledge base articles, documentation, and internal troubleshooting references.
  • Collaborates closely with global teams and works effectively in a time-sensitive, compliance-driven support environment.

What You Will Need:
  • Graduate of a Business or Technology-related course (e.g., Accounting, Finance, Information Technology, Computer Science, Business Administration)
  • Good finance background, with knowledge of:
- Basic accounting principles
- Tax reporting and compliance
- Invoicing processes
- Localization-related reports
  • Basic SQL knowledge for data checking and analysis
  • Familiarity with XML and BODs (Business Object Documents) used in ERP or integration scenarios
  • Strong analytical and problem-solving skills
  • Detail-oriented, with a focus on process adherence and quality
  • Excellent interpersonal and communication skills
  • Proficient PC skills, with experience using tools for Testing, Troubleshooting, Case or call logging systems
  • Strong organizational skills to ensure effective and timely service delivery
  • Flexible and adaptable to work beyond defined responsibilities when needed
  • Able to multi-task and manage priorities in a fast-paced support environment

What Will Put You Ahead?
  • Experience in Software or ERP implementation is preferred but not required - this is especially helpful when working with localized ERP configurations or supporting customers during go-live and regulatory rollouts.
  • Understanding of key business processes relevant to Infor Localization, such as:
- Invoicing – Knowledge of formats and rules used in electronic invoicing (e.g., XML-based invoicing, government portals)
- Taxation – Familiarity with VAT, withholding tax, or real-time reporting requirements in localized ERP features
- Auditing – Awareness of documentation and reporting standards needed for statutory and government audits
- Inventory Management – Insight into how localized reporting or tax applies to goods movement and valuation
- Financial Reporting – Experience with local statutory reports, including balance sheets, P&L, and compliance outputs
- Month-End Closing and Reporting – Understanding how closing activities tie into localization reports and tax declarations
- Bank Reconciliation and Reporting – Familiarity with local bank formats, payment file generation, and reconciliation logic


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.

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