基本信息

国家
Indie
特伦甘纳
城市
海德拉巴
部门
Global Support
职位编号
35184

描述和要求

Provides support to customers, answering questions on function and usage of product, primarily via the telephone and secondarily via written update inside Support Incidents.  Serves as primary support liaison between company and customer in a highly team-oriented environment.  Conveys customer feedback to product development staff via technical escalations.  Expected to develop a thorough knowledge of company’s products.

Essential Duties:

Resolves clients' questions or problems regarding use of product 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 ZOOM, Teams Meeting, etc.

• Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. Development, Professional Services, Sales, etc. to insure proper handling of customer issues.

• Focuses on developing knowledge in specific product suite or operating environments.      Promotes and maintains a high quality, professional, service-oriented company image among users and team.

·  Ability to assist with sometimes complex and technical installation environments including but not limited to IIS and .Net install/setup/troubleshooting. 

• Contributes information to the Support knowledge base.

• Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

Basic Qualifications:

Requires a Bachelor’s degree (Accounting or Information Technology) or a minimum of 2 years of related experience; or equivalent work experience. Requires functional experience in General Ledger, Accounts Payable, Accounts Receivable; etc.

Strong understanding of windows, MS-SQL query statements, willingness to become familiar with database design, Crystal reports and RAS. 

Must possess excellent analytical and problem-solving skills.  Must have excellent English (written and speaking) skills.

Must possess excellent interpersonal and communications skills – must be able to provide oral and written communication that effectively articulates complex ideas and/or questions.

Must be detailed oriented with attention to process and quality orientation.

Must have strong understanding of .NET and Internet Information Services IIS, MS-SQL knowledge or database administration and various software applications used for testing, troubleshooting, call logging, etc.  Must have strong organizational skills required to insure most effective and timely delivery of service to customers.

Required Qualifications:

• Flexibility required to work outside of defined role and shift priorities quickly.

  • Must be able to multi-task in a fast-paced environment and manage priorities effectively.
  • Knowledge of and the ability to utilize, a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.
  • Knowledge of techniques, roles, and responsibilities in providing technical, or business guidance to clients, both internal and external; ability to apply this knowledge appropriately to diverse situations.
  • Must have a basic understanding of Generally Accepted Accounting Principles (GAAP).
  • Must have00202+ years of experience working with Windows IIS and .Net.
  • 2+ years of experience troubleshooting in a Saas environment.
  • Understanding and review of website/software installation documentation and ability to perform Saas installations ensuring that it is done in accordance with Infor standards and best practices.
  • Must be available to work routinely in U.S. EST timings from 8AM to 5PM and to be available to be On Call until 8PM EST.
  • Extremely strong command of the English language.

Preferred Qualifications:

  • Extremely strong command of the English 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 

我们的价值观

在 Infor,我们努力创造一个建立于基于原则的管理™ (PBM)™ 和八项指导原则的经营理念的环境:诚实正直、守护资源和遵守法规、力求转型、有原则的企业家精神、善用知识、谦虚为怀、尊重他人和实现自我。增加多样性对于反映我们的市场、客户、合作伙伴以及我们现在和未来所服务的社区是非常重要的。br>

我们对基于PBM的文化有着不懈的承诺。PBM™植根于使自由和开放社会蓬勃发展的原则,为个人创新,改进和转型做好准备,同时培养健康,不断增长的业务,为客户和支持者创造长期价值,并充实员工。.

Infor是一个机会均等的雇主。我们致力于创造一个多元化和包容性的工作环境。Infor 不会基于候选人或员工的性别、种族、性别认同、残疾、年龄、性取向、宗教、国籍、兵役身份或任何其他受法律保护的身份而歧视候选人或员工。

在 Infor,我们重视您的隐私,因此我们制定了一项政策,您可以在 此处阅读.