Product Support Analyst

Infor; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Infor is looking for a Product Support Analyst in Hyderabad, India to deliver world-class support for its Workforce Management application. The role demands strong technical problem-solving skills and the ability to thrive in a fast-paced environment.

The ideal candidate should possess experience in application support, particularly within SaaS or ERP environments, along with expertise in SQL and relational databases. Familiarity with Infor products will be highly advantageous.

Qualifications

• Experience in SaaS or ERP application support.
• Strong problem solving and communication skills.
• Experience with cloud infrastructure and tools.

Responsibilities

• Provide high-quality technical support for Infor applications.
• Troubleshoot application issues and guide customers through solutions.
• Collaborate with internal teams to resolve escalated issues.
• Document knowledge in the form of incident notes and technical articles.
• Prioritize and manage multiple open issues.
• Participate in customer calls to support complex issues.
• Contribute to continuous improvement initiatives.

Skills

Application or technical support experience

Problem solving abilities

Experience with SQL and relational databases

Experience in enterprise software

Ability to work in a global team

Tools

ServiceNow

Salesforce

Jira

Java

AWS

Azure

Kubernetes

Job description

Overview

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.

Responsibilities

• 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; 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 with enterprise software in areas like HR Talent, Workforce Management, etc. is a plus.
• Experience thriving in a global team environment with minimal supervision.

Preferred Qualifications

• Experience with Infor Solutions: Proficiency in supporting Infor products (e.g., CloudSuite, M3, LN, Syteline, Workforce Management) is highly advantageous.
• Familiarity with ITIL processes and support tools: 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.

Our Values

Infor strives for an environment founded on Principle Based Management (PBM) and eight guiding principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, and self-actualization. We maintain a culture based on PBM that fosters innovation, improvement, transformation, and long-term value for clients and employees.

Equal Opportunity

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 sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If accommodation or assistance is required during the application or selection process, please submit a request following the directions in the FAQ section.

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