Infor

As a Product Support Analyst you will provide functional support to customers by answering questions on the functionality and usage of their Infor applications.  You will create and enhance the current knowledge base (KB) article database through updating existing KB's and creating new KB's as well as by serving as the primary support liaison between the Infor Configure, Price, Quote (CPQ) business unit and our customers,

A Day in the life Typically Includes:

• Work with support colleagues to monitor for any incoming incidents.
• Answer product application questions.
• Provide end to end issue resolution.
• Proactively keep customers informed via incident updates when problems are resolved with a focus on customer satisfaction while documenting all information on Infor’s tracking system.
• Responsible for documenting the defects, verifying the fixes, and following the processes for closing out the incident with the customers.
• Provide feedback and updates on issues and customer escalations.
• Continual personal development and self-study to improve product knowledge. 

Basic Qualifications:

• Experience with software application support.
• Experience working in a customer focused role.  
• Knowledge of Microsoft SQL database.
• Knowledge of AWS Platform.

Preferred Qualifications:

• Experience with Manufacturing Requirement Planning systems.
• Manufacturing Engineering experience.
• Experience working with customers through a sales cycle.