Infor

POSITION OVERVIEW:  

The Product Support Analyst for Infor Revenue Growth Management (RGM) provides application and technical support to customers, answering complex questions on function and usage of the product via the telephone and/or remote connections. Support includes functional analysis, program analysis, testing and monitoring to resolve customer reported issues. This position serves as primary support liaison between company and customer, in a highly team-oriented environment. We are looking for support analysts to strengthen our technical team in a technical environment that is evolving at a fast pace.

A Day in The Life Typically includes:

• Resolves client application questions or problems in system set up, product functionality and product enhancements relating to the RGM solutions, Radar and Invest.
• Monitoring integration, extended platforms, and core application availability. As well as improving financial data integrity by carrying out data quality checks.
• 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.
• Manages workload effectively following Support Procedures.
• Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
• Contributing and maintaining information in the Support knowledge base.
• Developing product knowledge in the specific RGM solutions and identifying areas for further specialization.

Required skills:

• Excellent customer focus and strong communication skills.
• Good analytical skills to analyze data research and solve diverse functional issues.
• Team player with the ability to build strong peer and interpersonal relationships.
• Fluent in English.
• Good writing and editing skills which enable you to provide oral and written communication that effectively articulates complex ideas.
• Bachelor’s degree in Computer Science/IT or Science, Technology, Engineering and Mathematics related subjects.
• Alternatively, prior experience in related industry or software/technical support arena.

Preferred skills and experience:

• Knowledge of SQL, Power BI, Excel or other languages.
• Bonus point for previous working experience with Fast-moving consumer goods (FMCG) companies, Customer Service, Cloud applications.

What we have to offer:

• Benefit from experienced senior consultants as a mentor for 18 months to build your career.
• Comprehensive and on-going training and development programs.
• Opportunity to work with the 3rd largest Enterprise Software company in the world.
• Rewarding career in an international working environment.

• Opportunity to work alongside recognized experts in the field.