General information

Country
Philippines
City
Manila
Department
Global Support
Job ID
34713

Description & Requirements

Technical Support Analyst provides application and technical support to customers, answering complex questions on function and usage of the product via telephone and/or internet. This position will support Infor Process Automation product and will provide 24 x 7 coverage for customers in US and non-US timezone. 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.


What You Will Need?

  • Bachelor's degree in Business, Information Technology or Computer Science or has equivalent technical training and/or work experience.
  • 3+ yrs. experience in related industry or software/technical support.
  • Possesses working knowledge of o
  • Operating environments and basic knowledge of product functionality.
  • Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.
  • Advanced problem solving and analytic skills.
  • Customer Service experience and have good communication skills

What Will Put You Ahead?

  • Familiarity with Java and JavaScript programming Language or AWS Cloud Computing Services

A Day in The Life Typically Includes:· 

  • Check daily schedule for front-line shift.
  • Take incident on unassigned queue and start troubleshooting of issue.
  • Directly call customer to acknowledge, triage/troubleshoot reported incidents as needed.
  • Communicate with customers through Infor Support Portal.
  • Collaborate with teammates and colleagues in resolving incidents.
  • Test and replicate of reported issues on internal servers/system and find appropriate resolution.
  • Report and work with Development the identified bugs or defects.
  • Participate on Team Meetings and Incident Review sessions

About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all. We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

For more information visit www.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 Principle Based Management™ (PBM™). Informed by the principles that allow a free and open society to flourish, PBM™ 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. 


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