Allmän information

Land
Filippinerna
Stad
Remote Location
Jobb-ID
45330
Avdelning
Customer Support
Arbetslivserfarenhet
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Beskrivning och krav

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.

Om Infor

Infor är en global ledare inom molnbaserade programvaruprodukter för företag på branschspecifika marknader. Infor bygger kompletta branschsviter i molnet och distribuerar effektivt teknik som sätter användarupplevelsen främst, utnyttjar datavetenskap och enkelt integreras i befintliga system. Över 60 000 organisationer världen över förlitar sig på Infor för att övervinna marknadsstörningar och uppnå digital omvandling i hela verksamheten.nbsp;
För mer information besök www.infor.com 

Våra värderingar

På Infor strävar vi efter en miljö som bygger på en affärsfilosofi som Principle Based Management™ (PBM™) och åtta vägledande principer: integritet, förvaltarskap och efterlevnad, transformation, principiellt entreprenörskap, kunskap, ödmjukhet, respekt, självförverkligande. Ökad mångfald är viktigt för att återspegla våra marknader, kunder, partners och samhällen vi tjänar i nu och i framtiden.

Vi har ett obevekligt engagemang för en kultur baserad på PBM. Informerad av de principer som tillåter ett fritt och öppet samhälle att blomstra, förbereder PBM™ individer att förnya, förbättra och omvandla samtidigt som de främjar en hälsosam, växande organisation som skapar långsiktigt värde för sina kunder och supportrar och uppfyllelse för sina anställda.

Infor är en arbetsgivare för lika möjligheter. Vi är engagerade i att skapa en mångsidig och inkluderande arbetsmiljö. Infor diskriminerar inte kandidater eller anställda på grund av kön, ras, könsidentitet, funktionshinder, ålder, sexuell läggning, religion, nationellt ursprung, veteranstatus eller någon annan skyddad status enligt lagen.

På Infor värdesätter vi din integritet, därför har vi skapat en policy som du kan här.