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Job Description
Product Support Analyst (SCM)
Department: SaaS
Employment Type: Full Time
Location: Remote
Description
A Product Analyst to provide application and technical support to Velocity - FSM Supply Management for Infor global customers and partners. He/She is responsible for updating tickets for internal and external clients. Work closely with other teams to determine the fastest and greatest solution. An excellent communicator in both written and oral, a team player and works on multiple tasks with minimal supervision. Working on permanent night shift, but flexible to work on a rotating schedule including weekends and holidays based on business needs. Can work with minimal supervision; self-initiated and resourceful. A team player and can easily adapt to a fast-phased working environment. Able to handle high volume of incidents and very good in customer management.
A Typical Day in the Life Includes:
- Will provide product support to the Infor Velocity Suite - FSM Supply Management customer.
- Serves as primary support liaison between company and customer and documents incidents in required tracking systems
- Involved in any additional follow-up, testing, and troubleshooting including remote desktop viewing through tools such as Zoom or Net meeting.
- Responsible for appropriate referral to other support analysts, providing feedback to Development with guidance from more senior analysts, and liaising with other Depts. to ensure proper handling of customer issues.
- Develops Knowledge Base content with assistance, if needed.
Basic Qualifications:
- Experience in SQL programming
- Working knowledge on FSM Supply management or any related business process for Supply Management
- Extensive problem solving and analytical skills
- Extensive technical skills with knowledge of various software application and techniques used for testing, troubleshooting, call logging
Preferred Qualifications:
- Related experience in FSM-Supply Management
- Experienced in JavaScript, Java programming
- Related experience in Automation and/or AI
- Related experience in Workflow
- Support Background
- Able to work on-site based on our Hybrid-RTO policy
- Able to work on-call