Associate Technical Support Analyst / Infor Ming.le™
Location:
US-Alpharetta,GA - Morris Road (USAL1)
City:
Alpharetta
Metro Area:
Atlanta
State:
GA
Postal Code:
30004
Functional Area:
Consulting and Implementation
Requisition Number:
162472
First Open Date:
03/02/2017
Description:
ASSOCIATE TECHNICAL SUPPORT ANALYST
Entry Level, Recent College Graduate Program
Alphareta, GA
ABOUT INFOR …
Infor builds beautiful business applications with last mile functionality and scientific insights for select industries delivered as a cloud service. With nearly 15,000 employees and customers in more than 200 countries and territories, Infor builds software that automates critical processes for industries including healthcare, manufacturing, fashion, wholesale distribution, hospitality, retail, and public sector. Headquartered in New York City, Infor is home to one of the largest creative agencies in Manhattan, Hook & Loop, focused solely on user experience design. Infor applications deliver a user experience that is fun and engaging while helping eliminate the need for customization through embedded deep industry domain. Infor deploys its applications primarily on the Amazon Web Services cloud and open source platforms. To learn more about Infor, please visit www.infor.com.
SUMMARY:
Provides technical support to internal and external customers, answering complex questions on function and usage of product via the telephone and/or Internet. Serves as support liaison between company and customer. Posseses working knowledge of operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager, Support Operations. This is an entry-level job.
RESPONSIBILITIES:
• Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
• Serves a 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.
• Other responsibilities include, among others, testing, training, and defining and following support procedures and supporting implementations.
• Ability to use this understanding to troubleshoot performance issues with Infor customers
• Responsible for appropriate referral to other support, product management, development and quality assurance areas.
• Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with Infor products, reporting any anomalies to development.
• Responsible for appropriate referral to other support, product management, development and quality assurance areas.
• Focuses on developing knowledge in specific product suite or operating environments.
• Promotes and maintains a high quality, professional, service-oriented company image among users and team.
• Contributes information to the Support knowledge base.
• Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
• Provides accurate accounting of work and time allocation.
EDUCATION AND REQUIRED SKILLS:
Recent Bachelor’s degree in business or computer science or has equivalent technical training and/or work experience.
• Relevant knowledge of assigned product, technologies or operating environments a plus.
• Good problem solving and analytic skills.
• Good writing and editing skills.
• Excellent interpersonal and communications skills.
• Detailed oriented with attention on process and quality orientation.
• Good 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 customers.
• Flexibility required to work outside of defined role.
• Possess ability to both multi-task and manage priorities effectively.
• Command of the English language preferred in order to be able to provide oral and written communication that effectively articulates complex ideas.
• Skills/knowledge in Microsoft SQL server, SharePoint, HTML/Java based web engines, Microsoft Web Technologies a plus
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.
