Technical Support Analyst - SQL & SaaS Focused

Infor; Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

Infor is seeking a Technical Support Analyst to join its Global Support team in Manila. You will deliver high-quality customer support for mission-critical Infor solutions, troubleshoot complex issues, and collaborate with R&D, Cloud Operations, and Product Management to drive timely resolutions.

The role emphasizes customer advocacy, knowledgebase creation, and ongoing product training to stay current with Infor technologies and industry trends.

Qualifications

• Experience in a technical support or helpdesk role.
• Experience with SQL and log analysis.
• Strong problem-solving and analytical thinking.
• Ability to work independently and in a team.

Responsibilities

• Provide technical support to customers via phone, email, and web channels.
• Diagnose and troubleshoot software issues, identify root causes.
• Collaborate with R&D, Cloud Ops, and Product Management to resolve issues.
• Manage a queue of support cases and meet SLAs.
• Create and maintain knowledgebase articles and documentation.
• Advocate for customers by sharing feedback to influence product improvements.
• Participate in product training to stay current with Infor technologies.

Skills

SQL

Database querying

Analytical thinking

Team collaboration

Tools

ServiceNow

JIRA

Unix

Java

ITIL

Job description

Infor is seeking a Technical Support Analyst to join its Global Support team in Manila. You will deliver high-quality customer support for mission-critical Infor solutions, troubleshoot complex issues, and collaborate with R&D, Cloud Operations, and Product Management to drive timely resolutions.

The role emphasizes customer advocacy, knowledgebase creation, and ongoing product training to stay current with Infor technologies and industry trends.