Job Description

Description & Requirements

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.

Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other departments to ensure proper handling of customer issues.

A Day in The Life Typically Includes:

• Resolves clients\' questions or problems on 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. ICS, Finance, etc. to insure proper handling of customer issues.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Contributes information to the Support knowledge base.
• Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

Required 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 organizational skills required to insure most effective and timely delivery of service to customers.
• Flexibility required to work outside of defined role.
• multi-task in a fast paced environment and manage priorities effectively.
• and periodically from 12PM to 8PM EST

Preferred Qualifications:

Requires a Bachelor\'s degree (Accounting or Finance) or a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience. Requires functional experience in General Ledger, Accounts Payable, Accounts Receivable, etc..

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.

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Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies-such as value creation, integrity, responsibility, free speech, and toleration-we encourage one another to take initiative and to challenge the status quo.

We have a relentless commitment to a culture based on a business philosophy called \xe2\x84\xa2 (PBM\xe2\x84\xa2). Informed by the principles that allow a free and open society to flourish, PBM\xe2\x84\xa2 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.

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