Infor are seeking a Product Support Analyst to join our Pathway 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. 

 * 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. 

 * 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).
  * Experience with enterprise software in public sector.
  * Experience thriving in a team environment with minimal supervision.

  * Experience supporting Infor solutions (e.g., Pathway) 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)