General information

Country
Philippines
City
Manila
Department
Global Support
Job ID
33658

Description & Requirements

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 support experience (client facing) supporting US HR & Payroll.

What You Will Need:

• Relevant bachelor's degree or equivalent training and/or work experience
• 5  years (minimum) of experience in doing Product Support for US Payroll process and application
• Advanced knowledge of assigned products and Global Support Procedures
• Excellent interpersonal and communications skills
• Detail oriented with attention on process and quality
• Excellent PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
• Demonstrates advanced analytical skills to analyze data, research, diagnose and solve diverse problems
• Excellent time management, decision-making and organizational skills required to ensure the most effective and timely delivery of service to clients
• Flexibility required to work outside of defined role
• Command of the English language is essential to provide oral and written communication that effectively articulates complex ideas

What Will Put You Ahead?

Minimum of 5 years' experience in Product Support (client facing) for US Payroll application

A Day in The 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 Zoom meeting
• 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 departments., i.e.  Cloud Operations, 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
• As Product expertise develops, eventually assists less experienced Analyst and serves as a resource for others as needed
• Contributes information to the Support knowledge base
• 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 such as SLOs and Backlog Management
• Identify possible improvements related to work processes and tools


About Infor

Infor delivers end-to-end ERP and strategic edge applications that are integrated and delivered in a multi-tenant cloud. We believe that customers need industry-specific solutions and that one size does not fit all.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

For more information visit www.infor.com

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (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. 


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