Software Support Engineer Infor Global Solutions, Inc.
Software Support Engineer
USA, St. Paul,380 St. Peter Street
Thursday, February 07, 2013
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 www.infor.com.
Do you want to work for an enterprising company that makes decisions quickly? We keep our eyes on the future, not the past. Then, read onâ€¦
JOB POSITION: Support Engineer
JOB LOCATION: Saint Paul, MN
JOB SUMMARY: The Support Engineer provides application and technical support for Infor products and designated 3rd party products to customers, partners and company associates. Support includes functional analysis, program analysis, testing, and debugging to resolve customer issues that are reported via online support tools or the telephone. Support Engineers are responsible for tier two and/or tier three support while ensuring that all service level agreements and customer satisfaction goals are achieved as defined in the Support Operations Handbook.
Tier two support - the focus for this role is to provide application and technical support on a broad spectrum of products to specified customers and provide necessary language translation. The position is responsible for resolving incidents within a defined timeframe using standard processes and managing a queue of incidents. The skill level for this position requires broad application and technology product knowledge, excellent customer service skills, and the ability to handle customers who are dealing with critical high impact business issues.
Tier three support - the focus for this role is to provide application and technical support to customer issues that are passed from Tier 2 or issues coming directly from a customer's certified support center (Tier 1). The Support Engineer is responsible for interfacing with services, Product Development, and other 3rd parties needed to resolve complex issues. The skill level for this role requires deep application and technology product knowledge, excellent customer service skills, and the ability to handle customers who are dealing with critical high impact business issues.
â€¢ Responsible for providing quality application and technical support via online support tools and telephone for Infor Human Capital Management, specifically the Human Resource Management Suite.
â€¢ Set up the appropriate test environment based on a customer's system specification.
â€¢ Complete and maintain required product certifications on current and new applications and technologies.
â€¢ Manage assigned incidents in order to meet service levels as defined in the Support Operations Handbook.
â€¢ Responsible for all customer interactions/communications related to support incidents.
â€¢ Responsible for being the S & D liaison between customer and Product Development.
â€¢ Demonstrate excellent verbal and written skills (e.g., incident notes, bug reports, knowledge base articles, etc.).
â€¢ Develop, demonstrate and maintain the skills necessary to do analysis of products that may include human resources, manufacturing, logistics, procurement, distribution, financials, web technologies and other underlying technologies such as operating systems and databases.
â€¢ Develop, demonstrate and maintain technical skills including
EDUCATION & EXPERIENCE:
â€¢ Four-year degree in related field or equivalent business/technical experience.
â€¢ Prior experience in related industry or software/technical support.
â€¢ Two years experience with relevant technologies that could include the following:
â€¢ Unix, Windows, and i-Series operating systems
â€¢ DB2 and Oracle databases, web servers and application servers
PREFERRED SKILLS & KNOWLEDGE:
â€¢ Human Resources background is preferred, but not required; this is a FUNCTIONAL support role.
â€¢ 2-4 years experience in an ERP software development or services organization
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 or email us at ADAAA@infor.com.
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