Product Support Analyst at Roslyn Heights

Job Description

 

 

 

PRODUCT SUPPORT ANALYST

Learning Management System

 

Roslyn, NY (Long Island)

 

Infor delivers fully integrated enterprise solutions for a wide range of industries, as well as best-in-class, stand-alone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, financial and performance management, and business intelligence. With 12,000 employees and offices in over 100 countries, Infor provides enterprise solutions to more than 75,000 customers. For additional information, visit www.infor.com.

 

 

SUMMARY:

Provides application and technical support to customers, answering complex questions on function and usage of product 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. Conveys customer feedback to product development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments.Operates under general supervision. Reports to Director, Support Operations. Requires 1 to 5 years of relevant product experience.

 

RESPONSIBILITIES:

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

•  Serves as primary support liaison between company and customer and documents incidents in required tracking systems.

•  Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.

•  Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.

•  Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.

•  Continues to develop application knowledge in specific product suite and operating environment and technologies.

•  Conveys customer feedback to product development staff.

•  Responsible for being the liaison with Development and other departments to insure proper handling of customer issues.

•  Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.

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

•  Fosters teamwork and collaboration across all teams

•  Assists less experienced Analysts and serves as a resource for others as needed.

•  Contributes information to the Support knowledge base.

•  Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

•  Provides accurate accounting of work and time allocation.

•  Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs

•  Identify possible improvements related to work processes and tools.

 

 

EDUCATION & EXPERIENCE:

•  Bachelor’s degree in Computer Information Systems or Computer Science preferred.

•  Prior experience in related industry or software/technical support.

 

Required Skills:

•  Advanced problem solving and analytic skills.

•  Good writing and editing skills.

•  Excellent communications skills.

•  Strong interpersonal and customer service/orientation skills.

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

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

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

•  Flexibility required to work outside defined role.

•  Flexibility to work early morning or evening work schedule.

•  Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

 

 

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

 

In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at [Click Here to Email Your Resum].

 

 

 

 

Job Requirements

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Computer Information Systems or Computer Science preferred.

• Prior experience in related industry or software/technical support.

 

Required Skills:

• Advanced problem solving and analytic skills.

• Good writing and editing skills.

• Excellent communications skills.

• Strong interpersonal and customer service/orientation skills.

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

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

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

• Flexibility required to work outside defined role.

• Flexibility to work early morning or evening work schedule.

• Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.

Country: USA, State: New York, City: Roslyn Heights, Company: Infor Global Solutions, Inc..