General information
Country
Philippines
City
Manila
Job ID
40875
Department
Customer Support
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid
Description & Requirements
Provides front-line support to customers, answering complex questions on function and usage of products via the telephone, internet or training/presentations.
Manages critical customer situations
Possesses advanced knowledge of assigned products and working knowledge of production environments. Operates under minimal supervision. Typically reports to Team Lead or Manager, Support Operations.
Essential Duties
Assists and resolve client questions or problems, focusing on product functionality, operating environments, system configuration/setup and bugs/enhancements
Responsible for being a liaison with Development and other departments to ensure proper handling of customer issues
May assist in product enhancement /development and testing fixes and new versions, verifying compatibility and providing feedback
Participates in special projects and takes on special assignments including teaching other Analysts procedures, features of products etc
Identifies possible improvements related to working processes and tools
Assists team members with complex & high severity problems guiding problem resolution and demonstrates the ability to adapt to increases in workload
Creates documentation and Knowledge Base content and reviews other content
Supports Customer Success / Professional Services (ICS) activities
Manages workload effectively following Global Support Procedures to ensure successful completion of tasks
Basic Qualifications
Relevant bachelor's degree or equivalent training and/or work experience
5 years (minimum) of experience in doing Product Support for US Payroll process and application
Advanced knowledge of assigned products and Global Support Procedures
Excellent interpersonal and communications skills
Detail oriented with attention on process and quality
Excellent PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
Demonstrates advanced analytical skills to analyze data, research, diagnose and solve diverse problems
Excellent time management, decision-making and organizational skills required to ensure the most effective and timely delivery of service to clients
Flexibility required to work outside of defined role
Command of the English language is essential to provide oral and written communication that effectively articulates complex ideas
Preferred Qualifications
Minimum of 5 years experience in Product Support (client facing) for US Payroll application
Experienced and has working knowledge on Cobol Programming language
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. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.
