ABOUT INFOR …
Infor delivers fully integrated enterprise solutions for a wide range of industries, as well as best-in-class, stand-alone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, financial and performance management, and business intelligence. With 12,000 employees and offices in over 100 countries, Infor provides enterprise solutions to more than 75,000 customers. For additional information, visit www.infor.com.
Summary
Provides application and technical support to ERP customers, answering complex questions on function and usage of product via the telephone and/or Internet. Support includes functional analysis, program analysis, and testing to resolve customer reported issues in a team oriented environment. Possesses working knowledge of assigned product and basic knowledge of operating environments. Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 2 to 5 years of relevant product experience.
Essential Duties and Responsibilities
• Serve in primarily functional capacity for Support of a complex ERP product (M3), as well as several complimentary components of the Infor technology suite.
• Serves as primary support liaison between company and customer and documents incidents in required tracking systems
• Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup..
• 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.
• Handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
• Continues to develop application knowledge in specific product suite and operating environment and technologies.
• Conveys customer feedback to product development staff.
• Responsible for being the liaison with Development and other depts. to insure proper handling of customer issues.
• Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team, fostering teamwork and collaboration across all teams
• Assists less experienced Analysts and serves as a resource for others as needed.
• Contributes information to the Support knowledge base and provides review others content.
• Manages workload effectively following Global Support procedures to ensure successful completion of tasks.
• Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
Desired Education, Knowledge and Skills
• Experience in manufacturing functional area i.e. Supply Chain Execution and Planning, Transportation, Inventory Management, Purchasing experience.
• Prior experience in Manufacturing related industry using ERP, or software support
• Possesses working knowledge of assigned product and basic knowledge of operating environments.
• Advanced problem solving and analytic skills.
• Excellent English communications skills, written and verbal.
• Dazzling interpersonal and customer service/orientation skills.
• Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
• Strong organizational skills required to insure most effective and timely delivery of service to clients.
• Possess ability to both multi-task and manage priorities effectively.
• Flexibility required to work outside defined role.
• Bachelor’s degree in related field
Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at ADAAA@infor.com.
