基本信息

国家
Filipíny
城市
马尼拉
职位编号
42239
部门
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

描述和要求

Provides front-line support to customers, answering complex questions on function and usage of products via the telephone, internet or training/presentations.
Manages critical customer situations
Possesses advanced knowledge of assigned products and working knowledge of production environments. Operates under minimal supervision. Typically reports to Team Lead or Manager, Support Operations.


A Day in The Life Typically Includes: 
  • Assists and resolve client questions or problems, focusing on product functionality, operating environments, system configuration/setup and bugs/enhancements
  • Responsible for being a liaison with Development and other departments to ensure proper handling of customer issues
  • May assist in product enhancement /development and testing fixes and new versions, verifying compatibility and providing feedback
  • Participates in special projects and takes on special assignments including teaching other Analysts procedures, features of products etc
  • Identifies possible improvements related to working processes and tools
  • Assists team members with complex & high severity problems guiding problem resolution and demonstrates the ability to adapt to increases in workload
  • Creates documentation and Knowledge Base content and reviews other content
  • Supports Customer Success / Professional Services (ICS) activities
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks


Required Skills
  • Relevant bachelor's degree or equivalent training and/or work experience
  • 5  years (minimum) of experience in doing Product Support for US Payroll process and application
  • Advanced knowledge of assigned products and Global Support Procedures
  • Excellent interpersonal and communications skills
  • Detail oriented with attention on process and quality
  • Excellent PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Demonstrates advanced analytical skills to analyze data, research, diagnose and solve diverse problems
  • Excellent time management, decision-making and organizational skills required to ensure the most effective and timely delivery of service to clients
  • Flexibility required to work outside of defined role
  • Command of the English language is essential to provide oral and written communication that effectively articulates complex ideas


Preferred Qualifications

  • Minimum of 5 years' experience in Product Support (client facing) for US Payroll application
  • Experienced and has working knowledge on Cobol Programming language

关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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