Hybrid Tech Support Analyst – SaaS/ERP

Infor Inc.; Ciudad de México; Ibrido; MXN 250.000 - 380.000; Tempo pieno

Descrizione del lavoro

Infor Inc. is seeking a Technical Support Analyst in Mexico City to join a global support team. You will troubleshoot complex issues, support mission-critical applications, and help customers maximize value from Infor solutions.

You’ll collaborate with R&D, Cloud Operations, and Product Management while handling a high-volume support queue and contributing to knowledge bases. This hybrid role requires on-site presence three days per week.

Competenze

• Academic background in engineering, computer science, Telematics, AI or related technical discipline.
• Experience providing technical or helpdesk support with direct customer interaction.
• Working knowledge of APIs, including troubleshooting and integration concepts.
• Experience with SQL, database querying, and log analysis to diagnose issues.
• Strong analytical and problem-solving skills.
• Ability to work on-site three days per week in a hybrid model.
• Legal authorization to work permanently in Mexico without visa sponsorship.

Mansioni

• Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identifying root causes and proposing solutions.
• Collaborate with R&D, Cloud Operations, and Product Management to drive issue resolution.
• Manage and prioritize a queue of support cases while meeting SLAs and CSAT targets.
• Create and maintain internal knowledgebase articles, FAQs, and technical docs.
• Act as a customer advocate by sharing feedback with cross-functional teams for product improvement.
• Participate in product training to stay current with Infor technologies.

Conoscenze

Technical support

APIs troubleshooting

SQL

Log analysis

Analytical thinking

Customer service orientation

Formazione

Engineering, Computer Science, Telematics, AI or related technical discipline

Descrizione del lavoro

Infor Inc. is seeking a Technical Support Analyst in Mexico City to join a global support team. You will troubleshoot complex issues, support mission-critical applications, and help customers maximize value from Infor solutions.

You’ll collaborate with R&D, Cloud Operations, and Product Management while handling a high-volume support queue and contributing to knowledge bases. This hybrid role requires on-site presence three days per week.