Product Support Analyst: SaaS ERP Expert (HCM)

Infor Inc.

Manila

Sur place

PHP 360 000 - 480 000

Plein temps

14 jours+

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Résumé du poste

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.

Responsabilités

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.