General information

Country
Philippines
City
Manila
Department
Global Support
Job ID
34755

Description & Requirements

Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer. Conveys customer feedback to product development staff. Possesses working knowledge of operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 3 to 5 years of relevant experience. 

Work Force Management Support handling different modules, Time and Attendance, Platform, Clocks and Scheduling. 


What You Will Need?

  • College graduates who are high achievers with a drive to succee
  • Degree/diploma Logistics, Engineering or IT is preferred
  • Excellent customer focus and strong communication skills
  • Good analytical skills to analyze data research and solve diverse functional issues
  • Team player, can work with cross-functional teams/department
  • Four-year degree in related field or equivalent business/technical experience
  • Experience in Workforce Management
  • Experience in Customer Support

What Will Put You Ahead?

  • Technical skills: Java, Groovy, SQL, Java Script
  • Proficiency with SQL and an understanding of relational database systems
  • Organizational and problem-solving skills
  • Good exposure to object-oriented programming
  • Ability to work flexible hours
  • Aptitude to learn quickly and independently. 
  • Team player with strong communication, organizational, analytical, and problem-solving skills


A Day in The Life Typically Includes:

  • Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements
  • 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
  • Responsible for appropriate referral to other support and quality assurance areas Conveys customer feedback to product development staff
  • Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development
  • Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, et.
  •  Promotes and maintains a high quality, professional, service-oriented company image among users and team
  •  Foster teamwork and collaboration across all teams
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
  • Identify possible improvements related to work processes and tools
  • Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge
  •  Provides application support to clients as required
  • 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

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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