Product Support Analyst (HCM)

Infor Inc.; Manila; On-site; PHP 360,000 - 480,000; Full time

Job summary

Infor Inc. is seeking a Product Support Analyst to join our Global Support team in Manila. You will serve as a trusted advisor and technical expert for Infor’s industry-specific enterprise software, ensuring customers maximize value from our solutions.

The role involves providing high-quality technical support, troubleshooting issues, and collaborating with cross-functional teams, while documenting knowledge and supporting continuous improvement across the organization.

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 finance, supply chain, or manufacturing is a plus.
• Experience thriving in a global team environment with minimal supervision.

Responsibilities

• Provide high-quality technical support for Infor applications.
• Troubleshoot issues, perform root-cause analysis, guide customers remotely.
• Collaborate with Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document knowledge via incident notes, technical articles, and procedures.
• Prioritize and manage multiple open issues while delivering updates to stakeholders.
• Participate in customer calls and screen-sharing sessions as needed.
• Contribute to continuous improvement initiatives within the support organization.

Skills

Technical support

Problem solving

SQL databases

ERP SaaS

Global team

Tools

MS SQL Server

Oracle

ServiceNow

Salesforce

AWS

Azure

Kubernetes

Job description

Product Support Analyst (HCM)

Department: Customer Support

Employment Type: Full Time

Location: Manila

Description

Infor are seeking a Product Support Analyst to join our Global Support team. This role is key to ensuring our customers maximize the value of Infor’s solutions. You’ll work in a fast-paced, collaborative environment, acting as a trusted advisor and technical expert for Infor’s industry-specific enterprise software.

A Typical Day in the Life Includes:

• 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 as needed 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; being able 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 finance, supply chain, or manufacturing is a plus.
• Experience thriving in a global team environment with minimal supervision.

Preferred Qualifications:

• Experience supporting Infor solutions (e.g., CloudSuite, M3, LN, Syteline, Birst) is a significant advantage.
• Experience with ITIL processes and support ticketing systems (e.g., ServiceNow, Salesforce).
• Experience of cloud-based infrastructure and tools (e.g., AWS, Azure, Kubernetes).