基本信息

国家
フィリピン
城市
リモートロケーション
职位编号
45330
部门
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

描述和要求

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. Responsibilities include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support. Typically reports to the Manager, Support Operations. Requires 1 to 5 years of relevant product experience.

 

A Day in a Life:

  • 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.
  • 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 insure 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
  • Assists less experienced Analysts and serves as a resource for others as needed.
  • Contributes information to the Support knowledge base and provides review others content.
  • Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
  • Provides accurate accounting of work and time allocation.
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
  • Identify possible improvements related to work processes and tools

What You Will Need:
  • Knowledge of accounting principles 
  • Basic cost accounting experience 
  • General Ledger functions – account and report maintenance, journal entries, trial balance 
  • Knowledge of Accounts Receivable and Payable processes
  • Basic knowledge in SQL
  • Excellent communications skills.
  • Advanced problem solving and analytic skills.
  • Good writing and editing skills
  • Strong interpersonal and customer service/orientation skills.
  • Experience in ERP system

What Will Put You Ahead?
  • 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.
  • Possesses full understanding of industry practices as well as Global Support Procedures.
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Strong organizational skills required to insure 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.

关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on 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.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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