Product Support Analyst (Sales and Distribution)

Full job description

General information

Country

Philippines

City

Manila

Job ID

43713

Department

Customer Support

Experience Level

MID_SENIOR_LEVEL

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

Provides application support to customers, answering questions on function and usage of product via various communication channels. Serves as primary support liaison between company and customer in a highly team oriented environment. Conveys customer feedback to product development staff. Expected to develop a thorough knowledge of company’s products. Interacts closely with a mentor. This is an entry-level job.

Essential Skills

Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.

Promotes and maintains a high quality, professional, service-oriented company image among users and team.

Responsibilities may include providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as Special events support.

Basic Requirements

Graduate of any Business or Technology related course

Basic SQL knowledge

Analytical Skills

Detailed oriented with attention on process and quality orientation.

Good problem solving and analytic skills.

Excellent interpersonal and communications skills.

Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.

Good writing and editing skills.

Strong organizational skills required to insure most effective and timely delivery of service to customers.

Flexibility required to work outside of defined role.

Possess ability to both multi-task and manage priorities effectively.

Excellent interpersonal and communications skills.

Must be able to work night shifts, including weekends and holidays as required, and be on-call when needed.

Preferred Skills

Software/ERP implementation background is preferred but not required

Basic understanding of business processes:

Inventory planning

Warehouse management

Supply Chain Management

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

Industries: Retail

Function: Sales