Infor

Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.  Serves as primary support liaison between company and customer.  Conveys customer feedback to product development staff. Possesses working knowledge of operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager, Support Operations.  Requires 3 to 5 years of relevant  experience.

        Essential Duties and Responsibilities

Resolves clients' questions or problems over the telephone or through written updates via Support Incidents in the areas of system configurations/setup, product functionality and bugs/enhancements.

·       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.

·       Responsible for appropriate referral to other support and quality assurance areas.

        Conveys customer feedback to product development staff.

·       Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with Infinium products, reporting any anomalies to development.

·       Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, etc.

Promotes and maintains a high quality, professional, service-oriented company image among users and team.

·       Foster teamwork and collaboration across all teams.

·       Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.

·       Identify possible improvements related to work processes and tools.

·       Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge.

·       Provides application support to clients as required.

·       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.

Education, Knowledge and Skills

·       Bachelor’s degree in business or computer science or has equivalent technical training and/or work experience.

·       Prior experience in related industry or software/technical support.

·       Possesses working knowledge of operating environments and basic knowledge of product functionality.

·       Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.

·       Advanced problem solving and analytic skills.

·       Good writing, editing, interpersonal and communications skills.

·       Strong organizational skills required to insure most effective and timely delivery of service to clients.

·       Command of the English language preferred to be able to provide oral and written communication that effectively articulates complex ideas.

·       Must be available to work in U.S. EST timings from 8AM to 5PM and periodically from 12PM to 8PM