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WHAT WE HAVE TO OFFER:
Job Description
Product Support Analyst, Associate
Department: Customer Support
Employment Type: Full Time
Location: Tunis
Description
The Product Support Analyst for Infor LN provides application and technical support to customers, answering complex questions on function and usage of the product via the telephone and/or remote connections. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. This position serves as primary support liaison between company and customer, in a highly team-oriented environment. We are looking for support analysts to strengthen our technical team in a technical environment that is evolving at a fast pace.
A Typical Day in the Life Includes:
- Resolves client application questions or problems in system set up, product functionality and product enhancements within the Logistics and Manufacturing Module of the ERP.
- Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
- Involved in any additional follow up, testing and troubleshooting.
- Manages workload effectively following Support Procedures.
- Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Departments.
- Contributing and maintaining information in the Support knowledge base.
- Developing product knowledge in the specific ERP product and identifying areas for further specialization.
Basic Qualifications:
- Excellent customer focus and strong communication skills.
- Good analytical skills to analyze data research and solve diverse functional issues.
- Team player with the ability to build strong peer and interpersonal relationships.
- Fluent in English.
- Good writing and editing skills which enable you to provide oral and written communication that effectively articulates complex ideas.
- Relevant degree/master. Equivalent training and/or work experience. (Logistics)
Preferred Qualifications:
- Knowledge of ERP software
- Bonus point for previous working experience in Production, Logistics and/or IT Support.
- Bonus point for German language or other European language.
WHAT WE HAVE TO OFFER:
- Benefit from experienced senior consultants as a mentor for 18 months to build your career.
- Integration into an existing support team in Wroclaw with 8 analysts.
- Comprehensive and on-going training and development programs.
- Rewarding career in an international working environment.
- Opportunity to work alongside recognized experts in the field.