Product Support Analyst plays a critical role in delivering world-class technical support for Infor's Workforce Management (WFM) application to enterprise clients. This role requires an individual who thrives in a fast-paced environment, excels in multi-tasking, and can prioritize effectively to meet both individual and team objectives.
Requirements
- Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
- Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
- Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
- Document knowledge in the form of incident notes, technical articles, and operational procedures.
- Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
- Participate in customer calls and screen-sharing sessions to support complex issues.
- Contribute to continuous improvement initiatives within the support organization.
Benefits
- Opportunity to apply and develop technical and problem-solving skills through extensive product training and hands-on coaching
- Contributing to continuous improvement initiatives within the support organization
