Product Support Analyst

Provides application support to customers, answering questions on function and usage of product via various communication channels. Serves as primary support liaison between company and customer in a highly team-oriented environment. Conveys customer feedback to product development staff. Expected to develop a thorough knowledge of company's products. Interacts closely with a mentor. This is an entry-level job.

A Day in a Life:

• Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Responsibilities may include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support.
• Build strong knowledge of SCM products with the guidance of a mentor.
• Develops troubleshooting expertise through hands-on experience and training

• Basic understanding of Supply Chain Management concepts (e.g., inventory, purchasing, planning)
• Comfortable working with logs, ticketing tools, and remote troubleshooting
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Customer-focused mindset with a professional and service-oriented attitude
• Basic SQL knowledge for data querying and analysis

• Familiarity with ERP or SCM software systems (e.g. Infor LN)
• Understanding of SCM business processes or workflows (e.g., order-to-cash, procure-to-pay, planning cycles)
• Exposure to EDI (Electronic Data Interchange) and BOD (Business Object Documents) is a plus but not required
• Familiarity with ticketing and issue tracking tools such as ServiceNow or Jira
• Strong documentation or knowledge-sharing habits

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 .