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Job Description
Product Support Analyst (HCM)
Department: Customer Support
Employment Type: Full Time
Location: Manila
Description
Infor are seeking a Product Support Analyst to join our Global Support team. This role is key to ensuring our customers maximize the value of Infor’s solutions. You’ll work in a fast-paced, collaborative environment, acting as a trusted advisor and technical expert for Infor’s industry-specific enterprise software.
A Typical Day in the Life Includes:
- Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
- Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
- Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
- Document knowledge in the form of incident notes, technical articles, and operational procedures.
- Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
- Participate in customer calls and screen-sharing sessions as needed to support complex issues.
- Contribute to continuous improvement initiatives within the support organization.
Basic Qualifications:
- Experience in application or technical support, preferably in a SaaS or ERP environment.
- Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.
- Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
- Experience with enterprise software in areas like finance, supply chain, or manufacturing is a plus.
- Experience thriving in a global team environment with minimal supervision.
Preferred Qualifications:
- Experience supporting Infor solutions (e.g., CloudSuite, M3, LN, Syteline, Birst) is a significant advantage.
- Experience with ITIL processes and support ticketing systems (e.g., ServiceNow, Salesforce).
- Experience of cloud-based infrastructure and tools (e.g., AWS, Azure, Kubernetes).