Product Support Analyst - - 11709

一般情報

国

インド

県

テランガーナ

都市

ハイデラバード

部門

Global Support

求人ID:

35131

内容・必要条件

Resolves customer product issues focusing in achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools.

Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other departments to ensure proper handling of customer issues.    

Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures  

Provides courteous customer service in an accurate and timely manner in accordance with existing procedures.    

Develops application knowledge in specific product suite, technical environment and technologies. 

Essential Duties:

Develops professional expertise, applies company policies and procedures to resolve a variety of issues. Determines a course of action based on guidelines and modifies processes and methods as required.

Provides a quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content to provide customer's a complete solution to their incident.

Participates in special projects and takes on special assignments as needed.

Works on problems of moderate scope which are often varied and routine where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Applies learned techniques and contributes to analysis and investigation to solve problems.

24/7 on call coverage on rotation required.

Standard working hours 8 AM eastern to 5 PM eastern time zone /5:30 PM IST to 2:30 AM Ist

Basic Qualifications:

Bachelor’s degree in business or computer science with 4 to 6 years of experience with customer interaction

? Advanced PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.

? Demonstrates analytical skills to analyze data, do research, diagnose, and solve technical problems.

? Excellent writing, editing and communications skills.

? Time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to clients.

? Ability to provide customer service and interpersonal skills.

? Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

? Knowledge in following required: IBM iSeries platform, Windows Servers, Windows operating systems and hardware

? Knowledge of database management technology

? Knowledge of file structures and database relationships

Preferred Qualifications:

Trouble shooting feature rich Web based client applications (i.e., Net-Link, Edge, Chrome developer tools)

? Network troubleshooting (i.e., DNS, Firewalls, TCP/IP, IBMi device configuration)

? Windows Server

? Windows 10 and 11

? Relational databases (i.e., SQL server, Oracle, IBMi DB2, JDBC)

? Object Oriented Databases

? IBMi job management (i.e., Job descriptions, User profiles, Routing entries, Job queues, Subsystems, print queues, data queues)

Additional Finance Support Skills Needed

Financial application knowledge including Accounts Payable/Accounts Receivable/General Ledger/Payroll

Familiarity with month end and year end procedures

Additional knowledge of advanced financial topics

Knowledge of finance with other applications areas such as purchasing and manufacturing

インフォアについて

インフォアは、業界固有の市場の企業向けのビジネスクラウドソフトウェア製品のグローバルリーダーです。インフォアは、完全な業界スイートをクラウドに構築し、ユーザーエクスペリエンスを第一に考え、データサイエンスを活用し、既存のシステムに簡単に統合できるテクノロジーを効率的に導入します。世界中の60,000を超える組織が、市場の混乱を克服し、ビジネス全体のデジタルトランスフォーメーションを実現するためにインフォアを利用しています。

詳細については、www.infor.com をご覧ください。

私たちの価値観

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