Infor

The Product Support Analyst for Infor IPS 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 debugging 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.
• 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 ERP product and identifying areas for further specialization.

Basic Qualifications:

• Customer success experience and English communication skills.
• Experience working with customers to work on product related questions or issues and address questions.
• Software or tech industry experience.
• Fluent in English.
• Experience working with ERP software.
• Experience working in a team support environment.

Preferred Qualifications:

• Experience in Production and/or IT Support.
• Experience with GIS (Geographic Information Systems)