Technical Support Analyst

Country

Philippines

City

Manila

Job ID

46595

Department

Customer Support

Experience Level

NOT_APPLICABLE

Employment Status

FULL_TIME

Workplace Type

Hybrid

Provide technical support to our ERP application. This job entails troubleshooting skills and ability to multi task and handle multiple incidents at any given day. Conveys customer feedback to product development staff. Possesses working knowledge of operating environments and basic knowledge of product functionality.

Required Skills

What You Will Need:

• Bachelor's degree in business or computer science or has equivalent technical training and/or work experience.
• Technical Support experience to external customers.
• Experience on ERP Customer/application Support and Sql
• Possesses working knowledge of operating environments and basic knowledge of product functionality.
• Good problem solving and analytic skills.
• Good writing, editing, interpersonal and communications skills.
• Willing to work on weekends as part of weekly shift schedule.
  Willing to do rotating shift, particularly EMEA and NA shift.

What Will Put You Ahead?

Preferred Qualifications:

• Experience in supporting Cloud applications.
• Knowledge in servers (IBM iSeries/AS400 and/or Windows)
  Familiar on Output Management application and concepts

A Day In The Life Typically Includes

• Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
• 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 Webex or Netmeeting.
• Conveys customer feedback to product development staff.
• Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development.
• Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Foster teamwork and collaboration across all teams.
• Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
• Identify possible improvements related to work processes and tools.
• Provides application support to clients as required.
  Contributes information to the Support knowledge base.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

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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