基本信息

国家
Filipíny
城市
马尼拉
部门
Global Support
职位编号
36779

描述和要求

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.


What You Will Need?

  • Relevant bachelor's degree or equivalent training and/or work experience
  • Minimum of 3 years experience in supporting Accounting Software or ERP Finance Modules i.e. General Ledger, Accounts Payable, Accounts Receivable, Asset Management, Project Accounting etc.
  • Possesses working knowledge of assigned product and knowledge of operating environments such as Windows/Linux. 
  • Advanced problem solving and analytic skills. 
  • Possesses full understanding of industry practices as well as Global Support Procedures. 
  • Excellent communications skills. 
  • Strong interpersonal and customer service/orientation skills. 
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc. 
  • Strong organizational skills required to ensure 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.
  • Amenable to work on Shifting Schedules.

What Will Put You Ahead?

  • Familiarity with Cobol Programming. Java/Javascript

A Day In A Life Typically Includes:

  • 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 Zoom 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 ensure 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
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks. 
  • Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs

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.

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