Provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team oriented environment. May travel to customer sites on occasion. Conveys customer feedback to product development staff. Possesses advanced knowledge of assigned product(s) and working knowledge of other supported products and operating environments. Provides work leadership to less experienced Analysts. Operates under minimal supervision. Typically reports to the Manager, Support Operations. Requires 3 plus years of relevant experience.
JOB RESPONSIBILITIES:
• Client's questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
• Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
• May be called upon to travel to customer sites, give training or presentations and manage customer critical situations.
• 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.
• Responsible for appropriate referral to other support and quality assurance areas.
• Conveys customer feedback to product development staff.
• Will liaise with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues.
• Assists in testing and verification of fixes and/or new customer deliverables by loading new versions and verifying compatibility with Infor’s products and reporting any anomalies to Development.
• Assists with Enhancement development by attending Design Walkthrough meetings and providing critical feedback to Product Development.
• Participates in special projects providing support of new product installations and/or teaches other Analysts products features, installation procedures, features of operating systems, improvements to existing processes and procedures, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Contributes information to the Support knowledge base; reviews others content and advises on areas of improvements.
• Manages workload effectively following Global Support procedures to ensure successful completion of tasks
• Provides accurate accounting of work and time allocation.
• Establishes good working relationships with team members as well as others outside the team.
• Provides occasional assistance to the Professional Services organization providing on-site Application assistance when requested.
• Provides occasional assistance to the Education group, assisting the Education group by providing Education instruction (Virtual or classroom) to new customers as needed.
• Takes initiative to constantly develop skills in new functional areas of the product, operating environments and latest technologies.
• Recognized throughout the organization for expertise.
• Provides team mentoring and leadership, contributing to a positive team environment.
• Assists team members with complex & high severity problems providing guidance on problem resolution and demonstrates ability to adapt to increase in workload.
EDUCATION & EXPERIENCE:
Bachelor’s degree in business or computer science or has advanced experience in functional area i.e. Accounting, Human Resources, Purchasing or Customer Service experience.
Required Skills:
• May possess computer programming or software application coding skills.
• Possesses advanced knowledge of assigned product(s) and working knowledge of operating environments.
• Demonstrates leadership abilities.
• Expert problem solving and analytic skills.
• Possesses full understanding of industry practices as well as Global Support Procedures
• Proficient writing, editing and communications skills.
• Highly advanced interpersonal and customer service/orientation skills.
• Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
• Excellent time management, decision making and organizational skills required to insure most effective and timely delivery of service to clients.
• Experienced in escalation management and negotiating/setting expectations for customers
• Consistent case completion with thoroughness and accuracy insuring high customer satisfaction routinely.
• Command of the English language preferred to be able to provide oral and written communication that effectively articulates complex ideas
PREFERRED SKILLS
• Prior experience in related industry or software/technical support
• Two years’ experience with relevant technologies that could include the following:
• Unix, Windows, Linux, and or System i operating systems
• DB2, SQL, or Oracle databases, web servers and application servers
• Java
• WebSphere
