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Product Support Expert

1 week ago

Manila, National Capital Region, Philippines Infor Inc. Full time

Company Overview:

Infor Inc. is a leading provider of business software solutions.

We are seeking a highly skilled Product Support Analyst to join our team.

The ideal candidate will have a strong passion for delivering exceptional customer service and a proven track record of resolving complex technical issues.

Job Description:

  • Provide application support to customers via various communication channels, including phone, email, and online chat.
  • Responsible for resolving clients' questions or problems on use of product, focusing on product functionality, operating environments, and system configuration/setup.
  • Promote and maintain a high-quality, professional service-oriented company image among users and team.
  • May include providing After Hours support coverage for critical incidents to customers in evening, weekends, and holidays, as well as Special events support.

Required Skills and Qualifications:

  • Bachelor's degree in Business or Technology related field.
  • Basic SQL knowledge.
  • Analytical Skills.
  • Detailed oriented with attention on process and quality orientation.
  • Good problem-solving and analytic skills.
  • Excellent interpersonal and communications skills.
  • Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Good writing and editing skills.
  • Strong organizational skills required to ensure most effective and timely delivery of service to customers.
  • Flexibility required to work outside of defined role.
  • Possess ability to both multi-task and manage priorities effectively.
  • Must be able to work night shifts, including weekends and holidays as required, and be on-call when needed.