Technical Support Analyst - Cloud/SaaS & ERP Expert

Infor; Manila; On-site; PHP 480,000 - 840,000; Full time

Job summary

Infor is seeking a Technical Support Analyst to deliver high-quality, customer-focused support in Manila. You will resolve complex issues for mission-critical applications within the Global Support team, ensuring customers get the most out of Infor solutions.

You will collaborate with R&D, Cloud Operations, and Product Management to drive timely resolutions, manage SLAs, contribute to knowledgebase content, and advocate for customers to influence product improvements.

Qualifications

• Experience in a technical support, application support, or helpdesk role.
• Experience with SQL and database querying.
• Strong analytical and problem-solving skills, able to work independently and in a team.

Responsibilities

• Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions.
• Collaborate with internal teams—including R&D, Cloud Operations, and Product Management—to drive resolution of customer-reported issues.
• Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
• Create and maintain internal knowledgebase articles, FAQs, and technical documentation.
• Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements.
• Participate in product training and continuous learning to stay current with Infor technologies and industry trends.

Skills

Technical support

SQL

Database querying

Log analysis

Analytical thinking

Independent work

Team collaboration

Tools

ServiceNow

JIRA

Job description

Infor is seeking a Technical Support Analyst to deliver high-quality, customer-focused support in Manila. You will resolve complex issues for mission-critical applications within the Global Support team, ensuring customers get the most out of Infor solutions.

You will collaborate with R&D, Cloud Operations, and Product Management to drive timely resolutions, manage SLAs, contribute to knowledgebase content, and advocate for customers to influence product improvements.