Infor

Location: Dalian, Shanghai or Beijing

Position Summary

Provides application support to customers, answering complex questions on function and usage of product via various communication channels.  Support includes functional analysis and/or 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. Able to liaise with various functions like Cloud Ops or cross products support/development team as required during the case management process.

Essential Duties

•Resolves customer product issues focusing in achieving timely updates and resolution by utilizing analytical skills in problem interpretation, logs checking, replications and optimizing the assigned tracking system, support materials, communications channels, and tools.

•Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.

•Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures

•Develops application knowledge in specific product suite, technical environment and technologies.

•Participates in special projects and takes on special assignments as needed.

•Participates on 24/7 on call coverage on rotation if needed

•Assists other support analysts and serves as a resource for others as needed.

Basic Qualifications

•Bachelor's degree, or equivalent work experience

•Minimum of 1 years’ experience in related industry or software/technical support

•Must be able to speaks and writes in Japanese, English and Chinese

•Problem solving and analytical skills

•Detail-oriented with a focus on process and quality

•Proven organizational skills

Preferred Qualifications

- Relevant knowledge of assigned product(S), technologies or operating environments plus

- AWS or Cloud knowledge