Product Support Analyst - SaaS & ERP Expert

Infor; Manila; On-site; PHP 350,000 - 520,000; Full time

Job summary

Infor in Manila is seeking a Product Support Analyst to join our Global Support team, providing high-quality technical support for Infor applications and acting as a trusted advisor for customers.

You will troubleshoot issues, collaborate with Product Management, Development, and Cloud Operations, document knowledge, and manage multiple open issues with clear stakeholder updates on a global team.

Qualifications

• Experience in application or technical support, preferably in a SaaS or ERP environment.
• 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, 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.

Skills

Technical support

SQL / DBs

SaaS/ERP experience

Global collaboration

Problem solving

Tools

ITIL processes

ServiceNow

Salesforce

AWS

Azure

Kubernetes

Job description

Infor in Manila is seeking a Product Support Analyst to join our Global Support team, providing high-quality technical support for Infor applications and acting as a trusted advisor for customers.

You will troubleshoot issues, collaborate with Product Management, Development, and Cloud Operations, document knowledge, and manage multiple open issues with clear stakeholder updates on a global team.