Product Support Analyst (HCM)

Infor Inc.; Manila; On-site; PHP 3,623,188 - 4,830,917; Full time

Job summary

Infor Inc. is seeking a Product Support Analyst (HCM) in Manila to join their Global Support team. In this role, you will ensure customers maximize the value of Infor’s solutions by providing high-quality technical support and acting as a trusted advisor.

The position requires experience in technical support, preferably in a SaaS or ERP environment, and the ability to troubleshoot application issues and collaborate with internal teams. Join Infor to contribute to a collaborative environment focused on customer satisfaction and product usability.

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).

Responsibilities

• Provide high-quality technical support for Infor applications.
• Troubleshoot application issues and guide customers through solutions.
• Collaborate with internal teams to resolve escalated issues.

Skills

Application or technical support experience in SaaS or ERP

Problem-solving and technical translation skills

Experience with SQL and relational databases

Experience with enterprise software (finance, supply chain, or manufacturing)

Ability to thrive in a global team environment

Tools

ServiceNow

Salesforce

AWS

Azure

Kubernetes

Job description

Product Support Analyst (HCM)

Department: Customer Support

Employment Type: Full Time

Location: Manila

Reporting To: Glory Lyn Demegillo

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).