General information

Country
United States
State
New Hampshire
City
Nashua
Job ID
24742

Description & Requirements

Title: Product Support Analyst

Location: Remote, U.S.

Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or email. Serves as primary support liaison between company and customer. Conveys customer feedback to the appropriate team to advocate for the customer. Basic troubleshooting is necessary however some issues may require research and analysis. Possesses excellent knowledge of company’s products that are used by customers.

Responsibilities

·       Resolves candidate and clients' questions or problems over the telephone or by email in areas of using the product to complete, or administer assessments used for hiring purposes.

·       Serve as primary support liaison between company and customer and candidate contacts.

·       Documents all incidents in required tracking systems.

·       Keep customer informed of how and when problems are resolved.

·       Complete any additional follow up and troubleshooting.

·       Provide application support to clients as required.

·       Contribute information to the Support team as acquired.

·       Manage workload effectively following Support team procedures to ensure successful completion of tasks.

·       Provide accurate accounting of work and time allocation.

Basic Qualifications:

·       Analytical Skills

·       Detailed oriented with attention on process and quality.

·       Good problem solving and analytic skills.

·       Understanding of Excel, and Excel reporting.

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

·       Good writing and editing skills.

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

·       Flexibility required to work outside of defined role.

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

·       Excellent interpersonal and communications skills.

Preferred Qualifications:

·       Support experience in a Call Center environment is a plus.

·       Experience with handling analytics reporting a huge plus!

·       Experience in working with small support team and handling a diverse customer base would be an added advantage.

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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 does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.If you have a disability under the Americans with Disabilities Act or similar law, and you wish to discuss potential accommodations related to applying for employment at our company, please contact Human Resources at 470-548-7173 and/or ADAAA@infor.com.

Applicants to and employees of most United States private employers, state and local governments, educational institutions, employment agencies and labor organizations are protected under Federal law from discrimination. For additional information please see EEO is the Law poster, the EEO Supplemental as well as the Statement of Policy. If you would like to view a copy of the company’s affirmative action plan or policy statement, please email us.hrprograms@infor.com.


Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® 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. 


Equal Opportunity Employer, including disability and protected veteran status. This employer uses E-Verify.  Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf