一般情報

国
フィリピン
都市
マニラ
部門
Global Support
求人ID:
36779

内容・必要条件

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.


What You Will Need?

  • Relevant bachelor's degree or equivalent training and/or work experience
  • Minimum of 3 years experience in supporting Accounting Software or ERP Finance Modules i.e. General Ledger, Accounts Payable, Accounts Receivable, Asset Management, Project Accounting etc.
  • Possesses working knowledge of assigned product and knowledge of operating environments such as Windows/Linux. 
  • Advanced problem solving and analytic skills. 
  • Possesses full understanding of industry practices as well as Global Support Procedures. 
  • Excellent communications skills. 
  • Strong interpersonal and customer service/orientation skills. 
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc. 
  • Strong organizational skills required to ensure most effective and timely delivery of service to clients.
  • Possess ability to both multi-task and manage priorities effectively.
  • Flexibility required to work outside defined role.
  • Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.
  • Amenable to work on Shifting Schedules.

What Will Put You Ahead?

  • Familiarity with Cobol Programming. Java/Javascript

A Day In A Life Typically Includes:

  • 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 Zoom or Netmeeting. 
  • Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts. 
  • Continues to develop application knowledge in specific product suite and operating environment and technologies. 
  • Conveys customer feedback to product development staff. 
  • Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to ensure proper handling of customer issues. 
  • Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc. 
  • Promotes and maintains a high quality, professional, service-oriented company image among users and team. 
  • Foster teamwork and collaboration across all teams
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks. 
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs

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

インフォアでは、PBM™ の原則に基づく経営™理念と、誠実さ、スチュワードシップ&コンプライアンス、変革、原則的な起業家精神、知識、謙虚さ、尊敬、自己実現という8つの指針に基づいた環境を目指しています。多様性を高めることは、現在および将来にわたってサービスを提供する市場、顧客、パートナー、コミュニティを反映するために重要です。

私たちはPBMに基づく文化に執拗に取り組んでいます。PBM™は、自由で開かれた社会の繁栄を可能にする原則に基づいて、個人が革新、改善、変革する準備をしながら、クライアントとサポーターに長期的な価値を創造し、従業員に充実感を生み出す健全で成長する組織を育成します。

インフォアは機会均等雇用者です。私たちは、多様で包括的な職場環境の構築に取り組んでいます。インフォアは、性別、人種、性自認、障がい、年齢、性的指向、宗教、出身国、退役軍人の地位、または法律の下で保護されているその他の地位を理由に、候補者または従業員を差別しません。

インフォアでは、お客様のプライバシーを尊重しているため、a href="https://www.infor.com/about/privacy">こちらでお読みいただけるポリシーを作成しました。.

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