Product Support Analyst, Senior

2 weeks ago

Manila, National Capital Region, Philippines Infor Inc. Full time
Product Support Analyst, Senior (US Payroll

Country

Philippines

City

Manila

Department

Global Support

Job ID

39175

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. Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 1 to 5 years of relevant product experience.

  • Provide application support to customer accounts for Infor's products, specifically for Hr Talent Multi-Tenant Payroll.
  • Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
  • Provide product support by monitoring the support queues, responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
  • Develop and maintain effective customer communications by managing the customer's expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
Basic Qualifications
  • Bachelor's degree in Business, Computer Science/IT, Mathematics or related (e.g Industrial Engineering)
  • Alternatively, prior experience in US Payroll Processing or software/technical support arena
Preferred Qualifications
  • Knowledge of US Payroll Processing, SQL, Java, Oracle or other languages
  • Skills on Customer Service or Global Support
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.

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.If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the webpage.

At Infor we value your privacy that's why we created a policy that you can read here .

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