Infor

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. Typically reports to the Manager, Support Operations.  Requires 1 to 5 years of relevant product  experience.                         

ESSENTIAL FUNCTIONS:

• 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.

Minimum Qualifications:

• 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.
• Advanced problem solving and analytic skills.
• Possesses full understanding of industry practices as well as Global Support Procedures.