Job Description
Provides application and technical support to customers, answering complex questions on function and usage of products via the telephone and/or Internet. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team-oriented environment. Self-motivated individual with a passion for learning and who could operate under general supervision. Additional responsibilities include providing After Hours support coverage for critical incidents to customers in the evening, weekends, and Infor Holidays, as well as Special events support.
A Day in The Life Typically Includes:
* Primary support customers in all VISUAL related system/technical issues.
* Proactively communicate with customers with value added responses into required tracking system, technical related questions/problems, and resolutions via the telephone or Internet.
* Involved testing and troubleshooting including remote desktopviewing through tools such as Zoom or MS Teams.
* Responsible for appropriate referral to other support and quality assurance areas.
* Works directly with internal Support Reps on issues managed by the Systems Team.
* Work with management to provide customer feedback to product development staff.
* Assists in Whitebox testing of new software versions & report anomalies.
* Participate in training, and knowledge share transfers with team members.
* Promote and maintain a high quality, professional, service-oriented company image among users and team.
* Foster teamwork and collaboration across all teams.
* Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
* Identify possible improvements related to work processes and tools.
What You Will Need:
Basic Qualifications:
* Bachelor's degree in Business or Computer Science
* Working knowledge of Windows Operating Systems, devices (printers), & Relational database (preferred SQL server)
* Self-motivated person who has passion for learning
* Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas
* Proactive communication skill
* Ability to work in a team environment, learn, & strive in challenging situations
* Advanced problem solving and analytic skills
Preferred Qualification:
* Working experience, familiarity, or knowledge of ERP/CRM systems
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 [1] 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.
At Infor we value your privacy that's why we created a policy that you can read [2] here.
References
Visible links
1. https://www.kochind.com/about/business-philosophy
2. https://www.infor.com/about/privacy
