Infor

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 desktop viewing 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