Product Support Analyst

Infor Inc.; Ciudad de México; Híbrido; USD 30,000 - 50,000; Jornada completa

Descripción de la vacante

A leading company in business cloud software is seeking a Product Support Analyst to join their customer support team. The role involves troubleshooting technical issues, collaborating with various teams, and ensuring customer satisfaction. Candidates should have experience with Java, SQL, and middleware technologies, and possess strong analytical and communication skills. This hybrid position offers flexibility with three days in the office and two remote.

Formación

• Experience working with Java and SQL.
• Experience with object-oriented programming.
• Ability to work flexible hours.

Responsabilidades

• Troubleshoot product issues and provide technical assistance.
• Deploy and configure middleware and RDBMS systems.
• Collaborate with cross-functional teams to resolve customer inquiries.

Conocimientos

Analytical skills

Problem-solving

Communication

Herramientas

Java

SQL

PostgreSQL

AWS

Apache WebLogic

WebSphere

Descripción del empleo

As a Product Support Analyst at Infor, you will serve as a key member of the customer support team, providing technical assistance and solutions to users of Infor software products. You will troubleshoot product issues, ensure timely resolution of customer inquiries, and collaborate with cross-functional teams including development, QA, and product management to deliver a world-class support experience.

A Day In The Life Typically Includes:

1. Use of analytical and problem-solving skills to investigate and resolve customer issues reported through a ticketing system.
2. Deploy and configure middleware infrastructure such as Apache, WebLogic, and WebSphere, as well as RDBMS systems like PostgreSQL, Aurora, Oracle, and SQL Server to replicate customer issues as needed.
3. Support the entire product suite, including Time & Attendance, Scheduling, and Cognos, addressing issues ranging from application errors to installation, configuration, and performance-related problems.
4. Meet or exceed departmental goals related to response times, customer satisfaction, and knowledgebase contributions.
5. Utilize excellent communication skills to diffuse heightened end-user sensitivity and interact effectively with multiple levels of the customer's organization.
6. Work on a rotational basis to provide on-call support.
7. Collaborate closely with R&D, Product Management, and Services teams on software defects, enhancement requests, and consulting issues.

Basic Qualifications:

1. Experience working with Java and SQL, including relational database systems.
2. Experience with object-oriented programming.
3. Ability to work flexible hours.
4. Experience with middleware technologies such as Wildfly, Apache WebLogic, WebSphere, AWS, Aurora, PostgreSQL, Eclipse IDE, including setup and remote debugging of Java code.

Preferred Qualifications:

1. Experience with ITIL practices and support frameworks.
2. Multilingual capabilities, including proficiency in English.

Location: Hybrid work - 3 days a week in the office.

About Infor

Infor is a global leader in business cloud software products for companies in industry-specific markets. We build complete industry suites in the cloud, focusing on user experience, leveraging data science, and integrating easily with existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve digital transformation.

At Infor, we foster a culture based on Principle Based Management (PBM) and eight guiding principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, and self-actualization. We value diversity to reflect our markets, customers, partners, and communities.

We are committed to an inclusive work environment and do not discriminate based on sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status. If you need accommodations during the application process, please follow the instructions on our careers webpage.

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