Infor is seeking a Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep manufacturing domain expertise and strong functional and technical understanding of Infor ERP XA systems. The analyst will be responsible for resolving customer product issues efficiently, providing timely updates and resolutions by leveraging strong analytical skills in problem interpretation, log analysis, replication, and optimization of support tools and processes. The role also involves appropriate case referrals, collaboration with development and other departments, adherence to case management standards, and continuous learning to stay updated on tools and standard operating procedures.
1. Resolve customer issues using advanced troubleshooting skills such as log interpretation, program analysis, and replication.
2. Provide a high-quality, professional customer experience while meeting or exceeding established KPIs.
3. Create and maintain knowledge content to ensure customers receive complete solutions to their issues.
4. Adhere to case management standards and stay current with tools and standard operating procedures.
5. Develop advanced application knowledge in specific product suites and related technologies.
6. Refer complex issues to other support analysts as appropriate and provide feedback to Development under guidance from senior team members.
7. Maintain courteous and accurate communication with customers in a timely manner.
8. Participate in special projects or assignments as needed.
9. Provide 24/7 on-call support on a rotational basis.
10.Standard working hours: 8:00 AM – 5:00 PM EST / 5:30 PM – 2:30 AM IST.
Essential Duties:
1. Develop professional expertise by applying company policies and procedures to resolve a variety of issues.
2. Determine courses of action based on established guidelines and modify processes or methods as required.
3. Work on moderately complex problems where analysis of data or situations requires review of multiple factors.
4. Exercise sound judgment within defined procedures and practices to determine appropriate actions.
5. Apply learned techniques to contribute to analysis and investigation for problem-solving.
1. Bachelor’s degree in business or computer science, with 7+ years of experience in customer-facing roles.
2. Strong Manufacturing domain experience.
3. Advanced PC skills and familiarity with software applications used for testing, troubleshooting, call logging, and product programming.
4. Strong analytical and problem-solving skills for diagnosing and resolving technical issues.
5. Excellent written, verbal, and interpersonal communication skills.
6. Strong time management, decision-making, and organizational abilities to ensure effective and timely service delivery.
7. Excellent customer service and interpersonal skills.
8. Strong command of English for clear oral and written communication.
9. Knowledge of database management technologies.
10. Understanding of file structures and database relationships.
1. Additional experience in the Manufacturing, COM/Purchasing domain is a plus.
2. Working knowledge of: IBM iSeries platform, Windows Servers and operating systems.
3. Experience with: IBMi job management (Job descriptions, User profiles, Routing entries, Job queues, Subsystems, Print queues, Data queues)
4. Knowledge on MAPICS (XA), Power-Link, Net-Link Infor XA and/or IDF
5. Strong understanding of database management and file structures.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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.
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.
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