Remote SaaS Finance Support Analyst

Infor; Philippines; Remote; PHP 400,000 - 700,000; Full time

Job summary

Infor is seeking a Product Support Analyst to join our Global Support team. This remote role helps customers maximize value from Infor’s enterprise software by providing expert technical guidance and timely issue resolution across applications.

You will troubleshoot issues, perform root cause analysis, document knowledge, and collaborate with Product Management, Development, and Cloud Operations to keep customers informed and satisfied.

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, 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

Problem solving

SQL knowledge

Technical support

SaaS ERP experience

Global team environment

Tools

ServiceNow

Salesforce

MS SQL Server

Oracle

AWS/Azure/Kubernetes

Job description

Infor is seeking a Product Support Analyst to join our Global Support team. This remote role helps customers maximize value from Infor’s enterprise software by providing expert technical guidance and timely issue resolution across applications.

You will troubleshoot issues, perform root cause analysis, document knowledge, and collaborate with Product Management, Development, and Cloud Operations to keep customers informed and satisfied.