Job Details

Infor is actively recruiting a Senior Software Support Analyst to work in our Global Support organisation as a member of the Support team to provide responsive, quality support to Infor's customers. Reporting to the Manager for Support Operations, you will support a range of our manufacturing ERP software systems such as System 21, LX or BPCS.

Main RESPONSIBILITES:

• Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
• Provide product support by responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
• Develop and maintain effective customer communications by managing the customer's expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
• Provide application support to customer accounts for Infor's products as required.

• Accept incoming problems and questions from customers

• Relay resolutions to customer problems and questions. Update group leader on problem resolution status if required

• Log and track customer issues in support database

• Identify bugs/enhancements and log in development database

• Identify/maintain incidents for inclusion in the Infor Knowledgebase

• Interact with internal departments to address customer needs

• Interact with external vendors as needed to solve problems

• Adhere to Infor Quality process for incident handling

• Other duties and team projects as assigned

Desired Skills & Experience

REQUIRED SKILLS

• Bachelor's degree in computer science/business/language or equivalent technical training and/or relevant work experience
• Strong business knowledge of manufacturing process and production planning methodologies is essential.
• An understanding of processes around order management and supply chain.
• Knowledge of any of the following Infor software packages, System 21, LX or BPCS. Proven capability in another ERP will be considered.
• Problem solving and analytic skills.
• Good writing and editing skills; excellent interpersonal and communication skills.
• Strong customer service mentality.
• Solid PC skills with knowledge of various software applications used for testing, troubleshooting, call logging.
• Ability to work successfully in a team environment
• Ability to perform multiple tasks successfully without compromising quality
• Strong organizational skills required to insure most effective and timely delivery of service to clients.

Not essential but adventageous skills:

Fluent in a second European language, either French, German, Dutch or Spanish.