Description & Requirements

As a Product Support Analyst, your responsibilities include addressing clients' inquiries or concerns regarding the use of the ERP system through telephone or Internet channels, with a focus on product functionality. If necessary, you will communicate the reported issues to the product development team and collaborate with them to clarify the problems. It is important to uphold a professional and service-oriented company image among users and the team. Additionally, you will contribute relevant information to the Support knowledge base as needed. Adhering to Global Support procedures, you will effectively manage your workload to ensure the successful completion of tasks. Moreover, you should take the initiative to constantly develop skills given the functional area of the product.

A Day in The Life Typically includes:

• Serving as primary support liaison between company and customer and documents incidents in the required tracking system
• Analyzing reported issues, checking them directly on the customer´s end, and reproducing them in the internal system.
• Participating in the issue-solving process.
• Communicating with Development and other departments whenever necessary.
• Upon request participate in special projects or teleconferences with customers.
• Maintaining Support knowledge base - internal or public entries, publishing product information provided by Product Management.

What you will need:

• Excellent German and English skills (oral and written).
• Strong communication skills.
• Good analytical skills.
• Readiness to speak to the customers.

What will put you ahead:

• Knowledge of any ERP system.
• Databases (SQL and/or Oracle).
• SQL - the ability to build basic statements and queries.
• Basic programming knowledge.

About Infor:

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 

For more information visit www.infor.com 

Our Values:

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law.