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Job Description
Product Support Analyst, Senior (Technical)
Department: Customer Support
Employment Type: Full Time
Location: Hyderabad
Description
Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, you'll take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You’ll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.
A Typical Day in the Life Includes:
- Be a subject matter expert on assigned Infor applications and modules.
- Analyze, diagnose, and resolve complex product issues in a timely and efficient manner.
- Be the primary point of escalation for critical incidents.
- Collaborate with product management and engineering to prioritize defect resolutions and product enhancements.
- Mentor and guide junior analysts to develop technical and customer service skills.
- Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.
- Partner with customers to ensure a positive support experience, owning cases from inception through resolution.
- Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.
Basic Qualifications:
- Experience in enterprise software support, consulting, or related field.
- Experience troubleshooting across application, database, and integration layers.
- Experience with ERP, HCM, LN Logistics, or industry-specific software is preferred.
- Experience with SQL and familiarity with APIs, XML, and scripting languages is a plus.
- Customer engagement experience.
- Experience working in a fast-paced, global environment with cross-functional teams.
- Requires 5 to 6 years of relevant experience with ERP LN applications, preferably Infor
Preferred Qualifications:
- BE/BTech
- Experience in ERP LN
- Experience supporting SaaS/cloud-based solutions in ERP
- ITIL certification or background in service management processes.
- Open to work in Any Shift ( Including Night Shift)