Product Support Analyst

Infor; Hyderabad; In loco; INR 900.000 - 1.400.000; Tempo pieno

Descrizione del lavoro

Infor is seeking a Product Support Analyst to deliver world-class technical support for the Workforce Management (WFM) application. The role reports to the Support Manager and focuses on resolving enterprise client issues, documenting resolutions, and collaborating with Product, Development, and Cloud Operations to improve the product and support processes.

Based in Hyderabad, you will manage multiple priorities in a fast-paced SaaS environment.

Competenze

• Experience in application or technical support, preferably in a SaaS or ERP environment.
• Ability to dissect technical problems and translate findings to non-technical users.
• Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
• Experience thriving in a global team environment with minimal supervision.
• Experience with enterprise software in HR Talent, Workforce Management, etc is a plus.

Mansioni

• Provide high-quality technical support for Infor applications to enterprise clients.
• Troubleshoot issues, perform root cause analysis, and guide customers through solutions via phone, email, and web tools.
• Collaborate with Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document incident notes, technical articles, and operational procedures.
• Prioritize and manage multiple open issues while delivering updates to stakeholders.
• Participate in customer calls and screen-sharing sessions to support complex issues.
• Contribute to continuous improvement initiatives within the support organization.

Conoscenze

Technical support

Problem solving

SQL

Team collaboration

ERP/SaaS experience

Java

Cloud knowledge

Strumenti

Java

AWS

Azure

Kubernetes

Descrizione del lavoro

Description

Reporting to the Support Manager, the Product Support Analyst plays a critical role in delivering world-class technical support for Infor's Workforce Management (WFM) application to enterprise clients. This role requires an individual who thrives in a fast-paced environment, excels in multi-tasking, and can prioritize effectively to meet both individual and team objectives.

Department

Customer Support

Location

Hyderabad

Typical Day In The Life Includes

• Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
• Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
• Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document knowledge in the form of incident notes, technical articles, and operational procedures.
• Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
• Participate in customer calls and screen-sharing sessions to support complex issues.
• Contribute to continuous improvement initiatives within the support organization.

Basic Qualifications

• Experience in application or technical support, preferably in a SaaS or ERP environment.
• Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.
• Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
• Experience thriving in a global team environment with minimal supervision.
• Experience with enterprise software in areas like HR Talent, Workforce Management, etc is a plus.

Preferred Qualifications

• Experience with Infor Solutions: Proficiency in supporting Infor products (e.g., CloudSuite, M3, LN, Syteline, Workforce Management) is highly advantageous and demonstrates familiarity with enterprise solutions.
• Familiarity with ITIL Processes and Support Tools: Hands-on experience with ITIL-compliant processes and ticketing systems, such as ServiceNow, Salesforce, or Jira.
• Technical Expertise: Practical experience with Java for troubleshooting and resolving technical issues.
• Cloud Infrastructure Knowledge: Exposure to cloud-based infrastructure and tools such as AWS, Azure, and Kubernetes, with an understanding of deploying and managing applications in cloud environments.

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, 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.