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.
â€¢ Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
â€¢ 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.
â€¢ 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.
â€¢ Provide application support to customer accounts for Infor's products as required.
â€¢ Accept incoming problems and questions from customers
â€¢ Relay resolutions to customer problems and questions. Update group leader on problem resolution status if required
â€¢ Log and track customer issues in support database
â€¢ Identify bugs/enhancements and log in development database
â€¢ Identify/maintain incidents for inclusion in the Infor Knowledgebase
â€¢ Interact with internal departments to address customer needs
â€¢ Interact with external vendors as needed to solve problems
â€¢ Adhere to Infor Quality process for incident handling
â€¢ Other duties and team projects as assigned
Not essential but adventageous skills:
Fluent in a second European language, either French, German, Dutch or Spanish.
|Location:||multiple, multiple |