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Principle Product Support Engineer Infor Global Solutions, Inc.
THIS JOB HAS EXPIRED
Job Details
Job Title
Principle Product Support Engineer
Department
Support
Requisition Number
NA-2680
Country
United States
Location
USA, St. Paul,380 St. Peter Street
Date Posted
Monday, March 18, 2013
Job Profile
Infor is the third largest provider of enterprise applications and services, helping 70,000 customers in 194 countries improve operations, drive growth and quickly adapt to changes in business demands. Infor offers deep industry-specific applications and suites, engineered for speed, using ground-breaking technology that delivers a rich user experience, and flexible deployment options that give customers a choice to run their businesses in the cloud, on-premises or both. For additional information, visit
JOB POSITION: Product Support Analyst
JOB LOCATION: Saint Paul, MN
JOB SUMMARY:
(60%) Customer Support
* Responsible for providing quality application and technical support via online support tools and telephone
* Develop, demonstrate and maintain the skills necessary to do analysis of products that may include manufacturing, logistics, procurement, distribution, financials, web technologies and other underlying technologies such as operating systems and databases.
* Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing
* Set up the appropriate test environment based on a customer's system specification.
* Demonstrate excellent verbal and written skills (e.g., case notes, bug reports, knowledge base articles, etc.)
* Complete and maintain required product certifications on current and new applications and technologies
* Manage assigned cases in order to meet service levels as defined in the Support Operations Handbook
* Responsible for all customer interactions/communications related to support cases
* Responsible for being the Support liaison between customer and Product Development
* Foster teamwork and collaboration across all teams
* Provide language translation when necessary
* Identify possible improvements related to work processes and tools
* Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
* Master technical and application skills on multiple application and technologies
* Provide direction to work groups and individuals to assist them with resolving customers' issues
(10%) Knowledge Base Maintenance
* Responsible for adding and maintaining knowledge base content
(20%) Leadership
* Mentor new hires (remotely and on site)
* Accountable for the success of assigned mentee(s)
* Demonstrate leadership by continually displaying a high standard of performance and encouraging excellence and enthusiasm amongst the team
* Coordinate and lead cross team projects as needed
* Considered “thought leaders†within their domain area both internally and externally
10% Other Duties* Complete special projects as assigned
* Prepare and present training materials in an effective manner to S & D and other functional areas
* Evaluate and recommend solutions to Product Development for inadequacies in designs, procedures, or performance of the software
* Other duties as assigned by Infor management
EDUCATION & EXPERIENCE: * Four-year degree in related field or equivalent business/technical experience
* Prior experience in related industry or software/technical support
* Two years experience with relevant technologies that could include the following:
* Unix, Windows, and i-Series operating systems
* DB2 and Oracle databases, web servers and application servers
* Proven analytical, technical and problem-solving skills
* Ability to multi-task many business critical issues
* Ability to speak language(s) native to their region and English if not primary language
PREFERRED SKILLS & KNOWLEDGE:
* 2-4 years programming experience RPG, Cobol, or Java or equivalent class work
* 2-4 years experience in an ERP software development or services organization
* Industry specific certification or education (e.g. CPA, CPP, MCSE)
* Masters degree
Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.
In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000
| Location: | St United States |
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THIS JOB HAS EXPIRED
Infor Global Solutions, Inc.
Investors: Summit PartnersAll Jobs: at Infor Global Solutions, Inc.
| Web Site: | www.infor.com |
|---|---|
| Headquarters: | 00000 United States |
| Industry: | Software |
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