Technical Support Analyst, Associate

Infor; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Infor Hyderabad is seeking an Associate Technical Support Analyst to provide front-line technical assistance for Infor software applications. The role involves troubleshooting, identifying workarounds, and collaborating with internal teams to ensure excellent customer experience.

You’ll respond via case management, email, and other channels, escalate complex issues, and contribute to knowledge bases. This is an early-career position with growth opportunities within Global Support.

Qualifications

• Experience or demonstrated ability in technical troubleshooting and analytical problem-solving.
• Minimum 1 year of experience.
• Knowledge of relational databases and experience working with SQL queries.
• Understanding of web technologies, including HTML, XML, and APIs.
• Strong customer-centric mindset with the ability to investigate and resolve technical problems.
• Good written and verbal communication skills.

Responsibilities

• Responding to customer support requests through Infor’s case management system, email, and other support channels.
• Troubleshooting issues related to Infor applications, configurations, and technical environments.
• Identifying appropriate solutions or workarounds for customer-reported issues.
• Escalating complex or critical cases to senior analysts or development teams with clear documentation.
• Collaborating with Product Development, Cloud Operations, Consulting, and other internal teams to drive issue resolution.
• Maintaining accurate and detailed case documentation to support knowledge sharing and customer transparency.
• Staying current with product updates, enhancements, and industry best practices through continuous learning.
• Contributing to knowledge base articles, FAQs, troubleshooting guides, and other self-service resources.

Skills

Technical troubleshooting

Analytical problem-solving

SQL queries

HTML/XML/APIs

Tools

Zendesk

Salesforce

Jira

Job description

Technical Support Analyst, Associate

Department: Development

Employment Type: Full Time

Location: Hyderabad

Description

The Associate Technical Support Analyst is an early-career support professional within Infor's Global Support team. In this role, you will provide front-line technical assistance for Infor software applications, helping customers maximize the value of their solutions.

You will troubleshoot technical issues, identify workarounds, collaborate with internal teams, and contribute to delivering an excellent customer experience. This role is ideal for someone passionate about technology, problem-solving, and continuous learning.

A Typical Day in the Life Includes:

• Responding to customer support requests through Infor’s case management system, email, and other support channels.
• Troubleshooting issues related to Infor applications, configurations, and technical environments.
• Identifying appropriate solutions or workarounds for customer-reported issues.
• Escalating complex or critical cases to senior analysts or development teams with clear documentation.
• Collaborating with Product Development, Cloud Operations, Consulting, and other internal teams to drive issue resolution.
• Maintaining accurate and detailed case documentation to support knowledge sharing and customer transparency.
• Staying current with product updates, enhancements, and industry best practices through continuous learning.
• Contributing to knowledge base articles, FAQs, troubleshooting guides, and other self-service resources.

Basic Qualifications:

• Experience or demonstrated ability in technical troubleshooting and analytical problem-solving.
• Minimum 1 years of experience.
• Knowledge of relational databases and experience working with SQL queries.
• Understanding of web technologies, including HTML, XML, and APIs.
• Strong customer-centric mindset with the ability to investigate and resolve technical problems.
• Good written and verbal communication skills.

Preferred Qualifications:

• Experience supporting ERP, HCM, or other enterprise software applications.
• Familiarity with ITIL practices and support/ticketing systems such as Zendesk, Salesforce, or Jira.
• Experience with scripting or programming languages such as Python, PowerShell, or similar technologies.
• Previous experience in technical support, application support, product support, or a customer-facing technical environment