Technical Support Analyst (WFM)

Infor Inc.; Manila; On-site; PHP 360,000 - 600,000; Full time

Job summary

Infor Inc. in Manila is seeking a Technical Support Analyst (WFM) to join our Global Support team. You will deliver high-quality, customer-focused support for mission-critical Infor solutions, resolving complex issues and ensuring customers get the most from our software.

You will diagnose issues, work with R&D, Cloud Operations, and Product Management, manage support queues, and contribute to knowledge bases. Ongoing training and customer advocacy are expected parts of the role.

Qualifications

• Experience in a technical or application support, helpdesk role.
• SQL and database querying or log analysis experience.
• Able to diagnose problems and propose effective solutions.
• Capable of working both independently and with a team.

Responsibilities

• Provide timely and accurate technical support via phone, email, and web channels.
• Diagnose and troubleshoot software application issues and identify root causes.
• Collaborate with R&D, Cloud Operations, and Product Management to resolve issues.
• Prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
• Create and maintain internal knowledgebase articles and documentation.
• Act as a customer advocate to influence product improvements.
• Participate in product training and continuous learning.

Skills

Technical support experience

SQL

Analytical thinking

Independent and collaborative work

Ticketing tools experience

Tools

ServiceNow

JIRA

Unix

Java

Job description

Technical Support Analyst (WFM)

Department: Customer Support

Employment Type: Full Time

Location: Manila

Description

Infor are looking for a Technical Support Analyst who is passionate about delivering high-quality, customer-focused support. As part of our dynamic Global Support team, you will play a key role in resolving complex issues, supporting mission-critical applications, and ensuring our customers get the most out of their Infor solutions.

A Typical Day in the Life Includes:

• 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.

Basic Qualifications:

• Experience in a technical support, application support, or helpdesk role.
• Experience in SQL, database querying, and log analysis.
• Experience in a problem-solving environment where analytical thinking skills are required.
• Experience working independently and in a collaborative team environment.

Preferred Qualifications:

• Experience with Cloud / Saas / ERP, or enterprise software
• Experience with Java, Unix and Ticketing tools (e.g. ServiceNow, JIRA) is an advantage
• ITIL certification