Product Support Analyst (US Payroll)

Department: Customer Support

Employment Type: Full Time

Location: Manila

Description

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).