基本信息

国家
Filipíny
城市
马尼拉
职位编号
40875
部门
Customer Support
雇主名字
MID_SENIOR_LEVEL
雇主名字
FULL_TIME
Workplace Type
Hybrid

描述和要求

Provides front-line support to customers, answering complex questions on function and usage of products via the telephone, internet or training/presentations.
Manages critical customer situations
Possesses advanced knowledge of assigned products and working knowledge of production environments. Operates under minimal supervision. Typically reports to Team Lead or Manager, Support Operations.


Essential Duties

  • Assists and resolve client questions or problems, focusing on product functionality, operating environments, system configuration/setup and bugs/enhancements
  • Responsible for being a liaison with Development and other departments to ensure proper handling of customer issues
  • May assist in product enhancement /development and testing fixes and new versions, verifying compatibility and providing feedback
  • Participates in special projects and takes on special assignments including teaching other Analysts procedures, features of products etc
  • Identifies possible improvements related to working processes and tools
  • Assists team members with complex & high severity problems guiding problem resolution and demonstrates the ability to adapt to increases in workload
  • Creates documentation and Knowledge Base content and reviews other content
  • Supports Customer Success / Professional Services (ICS) activities
  • Manages workload effectively following Global Support Procedures to ensure successful completion of tasks


Basic Qualifications

  • Relevant bachelor's degree or equivalent training and/or work experience
  • 5  years (minimum) of experience in doing Product Support for US Payroll process and application
  • Advanced knowledge of assigned products and Global Support Procedures
  • Excellent interpersonal and communications skills
  • Detail oriented with attention on process and quality
  • Excellent PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
  • Demonstrates advanced analytical skills to analyze data, research, diagnose and solve diverse problems
  • Excellent time management, decision-making and organizational skills required to ensure the most effective and timely delivery of service to clients
  • Flexibility required to work outside of defined role
  • Command of the English language is essential to provide oral and written communication that effectively articulates complex ideas


Preferred Qualifications

  • Minimum of 5 years' experience in Product Support (client facing) for US Payroll application
  • Experienced and has working knowledge on Cobol Programming language

关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

我们的价值观

在 Infor，我们努力创造一个建立于基于原则的管理™ (PBM)™ 和八项指导原则的经营理念的环境：诚实正直、守护资源和遵守法规、力求转型、有原则的企业家精神、善用知识、谦虚为怀、尊重他人和实现自我。增加多样性对于反映我们的市场、客户、合作伙伴以及我们现在和未来所服务的社区是非常重要的。br>

我们对基于PBM的文化有着不懈的承诺。PBM™植根于使自由和开放社会蓬勃发展的原则，为个人创新，改进和转型做好准备，同时培养健康，不断增长的业务，为客户和支持者创造长期价值，并充实员工。.

Infor是一个机会均等的雇主。我们致力于创造一个多元化和包容性的工作环境。Infor 不会基于候选人或员工的性别、种族、性别认同、残疾、年龄、性取向、宗教、国籍、兵役身份或任何其他受法律保护的身份而歧视候选人或员工。

在 Infor，我们重视您的隐私，因此我们制定了一项政策，您可以在 此处阅读.

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