Job Details

Job Description

The Software Support Analyst provides support to customers, answering questions on the function and technical aspects of the product via the telephone and/or Internet and conveys customer feedback to the product development team. This position serves as primary support liaison between company and customer, in a highly team oriented environment. We are looking to strengthen our ERP manufacturing support team based in Manchester.

DUTIES AND RESPONSIBILITIES:

• 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

Desired Skills & Experience

Required skills:

• Bachelor's degree in computer science/business/language or equivalent technical training and/or relevant work experience
• Fluent in a second European language, either French, German, Dutch or Spanish
• 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:

• Knowledge of any of the following Infor software packages, System 21, XA, LX or BPCS
• Business knowledge of a manufacturing environment