Product Support Analyst

General information

Country

Philippines

City

Manila

Job ID

45875

Department

Customer Support

Experience Level

NOT_APPLICABLE

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

The Support Analyst will play a vital role in delivering exceptional support for our Cloud Suite Distribution (CSD) product. This position involves responding to customer inquiries, diagnosing and resolving application issues, and ensuring the seamless functioning of the product to meet client needs. The successful candidate will collaborate closely with customers and internal teams to understand pain points, provide effective solutions, and enhance the overall user experience.

Required Skills

What You Will Need:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum of 1 year of experience in application support, customer support, or a related role within the technology or distribution industry.
• Proven experience with Cloud Suite Distribution (CSD) or similar applications is highly desirable.
• Strong troubleshooting and problem-solving abilities, with a solid understanding of software applications and their functionalities.
• Excellent verbal and written communication skills, capable of effectively conveying technical information to non-technical users.
• Demonstrated ability to deliver high-quality customer service and build strong, positive relationships.
• Strong critical-thinking skills to assess complex issues and develop effective solutions.
• Ability to collaborate effectively within a team environment and contribute to a positive team culture.
• Willingness to learn new technologies and adapt to evolving business needs in a dynamic, fast-paced environment.
• With experience dealing with questions about Credit Card/GL/AR processes (Financial knowledge)
• Willing to work on fixed US shift

What Will Put You Ahead?

Preferred Qualifications

Extensive knowledge of Cloud Suite Distribution (CSD) and its application within business operations.

A Day In The Life Typically Includes

• Deliver prompt, effective support for Cloud Suite Distribution (CSD), addressing inquiries and resolving issues to improve customer satisfaction.
• Manage and prioritize support cases, maintaining comprehensive documentation and tracking all customer interactions and resolutions.
• Analyze and troubleshoot application issues using strong problem-solving skills to identify root causes and implement appropriate solutions.
• Maintain clear, professional communication with customers, providing regular updates and ensuring their needs are met throughout the support process.
• Work collaboratively with cross-functional teams—including development and product management—to escalate complex issues and contribute to ongoing product improvements.
  Gather and analyze customer feedback to identify areas for product and service enhancements, supporting continuous improvement initiatives.

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.

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Our Values

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.