Product Support Analyst, Principal

at  Infor

General information
Country
United States
City
Remote Location
Department
Global Support
Job ID
38789
Description & Requirements
Infor is looking for a Product Support Analyst that will Play a pivotal role in ensuring the seamless operation and customer satisfaction of our software products. This position requires a seasoned professional with a strong technical background, exceptional problem-solving skills, and a commitment to delivering high-quality support services.

A Day in The Life Typically Includes:

• Resolves customer product issues focusing in achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools.
• Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures.
• Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.
• Develops application knowledge in specific product suite, technical environment, and other related technologies.
• Participates in weekend on call coverage.
• Participates in special projects and takes on special assignments as needed.
• Knowledge Base reviews submitted by other analysts for publishing.
• Interacts with internal teams such as development and product management and as well as external partners.

Basic Qualifications:

• Previous experience in technical support or related roles within the software industry.
• Experience troubleshooting complex technical issues using analytical skills.
• Experience conveying technical concepts to non-technical audiences.
• Experience with CRM systems and support ticketing tools.
• Previous customer focus experience with a passion for delivering exceptional support experiences.
• Experience working independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or any related field.
• Experience in the use and support of any ERP software.
• Fundamental Accounting Principles and its applications in real world business processes.
• Technical proficiency in relevant software applications (Windows Server, SQL Server).
• Relevant certifications (e.g., ITIL, HDI) are a plus.

Location: US Remote (Dallas, TX/St. Paul, MN/Alpharetta, GA)
About Infor
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit 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.
At Infor we value your privacy that’s why we created a policy that you can read here.
This employer uses E-Verify. Please visit the following website for additional information: www.kochcareers.com/doc/Everify.pdf

Please refer the Job description for details