Technical Support Analyst, Senior

2 weeks ago

Manila, National Capital Region, Philippines Infor Inc. Full time
Technical Support Analyst, Senior

Country

Philippines

City

Manila

Job ID

40126

Department

Customer Support

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

The Senior Technical Product Support Analyst provides support to customers, answering questions on function and technical aspects of the product via the telephone and/or Internet and conveys customer feedback to the product development team. This position serves as primary support liaison between company and customer, in a highly team oriented environment. We are looking for support analysts to strengthen our technical team in a technical environment that is evolving at a fast pace.

  • Answering questions from our European and ME customers on technical aspects of the product, being fully responsible for the resolution of issues you are handling.
  • Proactively keeping customers informed of how and when problems are resolved with focus on retention and reference ability, documenting all information in required tracking systems.
  • Responsible for appropriate referral to other departments, if necessary.
  • Contributing and maintaining information in global knowledge base.
  • Developing product knowledge and identifying areas for further specialization.
Basic Education
  • College graduates who are high achievers with a drive to succeed. Degree/diploma Economics, Logistics, Engineering or IT is preferred.
  • You have min. 5 years of working experience in identical role.
Required skills:
  • Excellent customer focus and strong communication skills.
  • Good analytical skills to analyze data research and solve diverse functional issues.
  • Team player.
  • Four-year degree in related field or equivalent business/technical experience
  • Experience with ERP software (Lawson, M3, LN or SAP)
  • Fluent in English and one or more other languages.
Preferred Qualifications:
  • Windows Security structure / certificates
  • Knowledge and understanding of Cloud infrastructure
  • Exposure / understanding of AI technologies
  • Understanding of IT infrastructure and best practices.
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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