Cloud ERP Technical Support Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Infor is seeking a technical support analyst to join its Global Support team in Manila. You will handle customer-facing technical support, diagnose issues, and drive resolutions with cross-functional teams while meeting SLAs and expanding knowledge bases.

This role emphasizes customer advocacy, continuous learning, and collaboration with R&D, Cloud Operations, and Product Management to improve Infor solutions.

Qualifications

• Experience in a technical support, application support, or helpdesk role.
• Experience in SQL, database querying, and log analysis.
• Analytical problem-solving in independent or team settings.
• Experience working independently and in a collaborative team environment.

Responsibilities

• Provide timely and accurate technical support to 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 resolve issues.
• Manage and prioritize a queue of support cases meeting SLAs and CS targets.
• Create and maintain internal knowledgebase articles and technical documentation.
• Share feedback with cross-functional teams to influence product improvements.
• Participate in product training and continuous learning to stay current with Infor technologies.

Skills

Technical support

SQL

Log analysis

Independent work

Team collaboration

Tools

ServiceNow

JIRA

Job description

Infor is seeking a technical support analyst to join its Global Support team in Manila. You will handle customer-facing technical support, diagnose issues, and drive resolutions with cross-functional teams while meeting SLAs and expanding knowledge bases.

This role emphasizes customer advocacy, continuous learning, and collaboration with R&D, Cloud Operations, and Product Management to improve Infor solutions.