Infor

The Technical Support Analyst is responsible for providing world-class technical support to Infor’s Enterprise customers based in the Americas (US, Canada and LATAM), answering complex questions on software defects, function and usage of the SyteLine product. This role should be able to multi-task and prioritize workload to meet individual and team objectives. This position is for those who thrive in a fast-paced environment and are looking to develop a rewarding career within Product Support. This position offers an exciting opportunity to utilize your product and industry knowledge, and problem-solving skills combined with the extensive product training and job coaching to help the Fortune 500 companies with their challenging issues that are critical to their daily operations.

A Day in The Life Typically Includes:

• Learn SyteLine product.
• Contribute to Teams metrics by solving incidents following SLAs.
• Teamwork/collaborate with others to help resolve incidents that involve multiple disciplines.
• Serves as primary product support POC between Infor and our external customers.
• Document incidents in required tracking systems.
• Proactively inform our customers of incident details and resolutions.
• Responsible for additional follow-up, testing and troubleshooting.

Basic Qualifications:

• Experience in related technical support environments.
• PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, and/or product programming.
• SQL Database and/or any programing code knowledge.
• Full proficiency in English.

Preferred Qualifications:

• SyteLine ERP or any other Infor products knowledge.
• Customer support experience.

Location: Montes Urales Norte 505, Col, Lomas de Chapultepec, Miguel Hidalgo, 11000 Ciudad de México.

Hybrid position (3 days per week in the office).