Infor

This position is responsible for providing world-class technical support for the Workforce Management application to Infor’s enterprise clients. The Support Analyst must be able to multi-task and prioritize workload to meet individual and team objectives. The incumbent will investigate software defects reported by customers and collaborate with R&D and Services as appropriate to deliver timely solutions. This position is for those who thrive in a fast-paced environment and are looking to grow a rewarding career within Product Support. This position offers the exciting opportunity to utilize your strong technical 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:

• Use analytical and problem-solving skills to efficiently investigate and resolve customer issues reported though a ticketing system.
• Manage RDBMS systems such as SQL Server to replicate customer issues as needed.
• Support entire product including Time & Attendance, Scheduling and Cognos and wide variety of issues ranging from application issues, installation/configuration and performance-related issues.
• Work closely with R&D, Product Management and Services team on software defects, enhancement requests and consulting issues respectively.
• Meet or exceed all departmental goals including response times, customer satisfaction levels and knowledgebase contributions.
• Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the Customer's organization.
• Ability to work on call on a rotational basis.

Basic Qualifications:

• SQL skills and an understanding of relational database systems.
• Exposure to object-oriented programming.
• Ability to respond quickly to customer needs, dartmental goals to maintain customer satisfaction levels.
• Utilize communication skills to diffuse heightened end-user sensitivity and interact with multiple levels of the Customer's organization.
• Ability to work on call on a rotational basis.

Preferred Qualifications: 

• Aptitude to learn quickly and independently.
• Team player with communication, organizational, analytical, and problem-solving skills.