Remote SaaS Product Support Analyst (SQL & ERP)

Infor; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Infor is seeking a Product Support Analyst to join our Global Support team. You’ll provide high-quality technical support for Infor applications, troubleshoot issues, and guide customers through solutions via phone, email, and web-based tools.

Collaborating with Product Management, Development, and Cloud Operations, you’ll document knowledge, contribute to continuous improvement, and ensure customer satisfaction while thriving in a fast-paced remote environment.

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

Relational DBs

SaaS/ERP knowledge

Global team experience

Tools

ServiceNow

Salesforce

AWS

Azure

Kubernetes

Job description

Infor is seeking a Product Support Analyst to join our Global Support team. You’ll provide high-quality technical support for Infor applications, troubleshoot issues, and guide customers through solutions via phone, email, and web-based tools.

Collaborating with Product Management, Development, and Cloud Operations, you’ll document knowledge, contribute to continuous improvement, and ensure customer satisfaction while thriving in a fast-paced remote environment.