Technical Support Analyst (WFM)

Hammerjack Pty Ltd; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Infor is seeking a technical support analyst to join its Global Support team in Manila. You will handle customer-facing technical support, diagnose issues, and drive resolutions with cross-functional teams while meeting SLAs and expanding knowledge bases.

This role emphasizes customer advocacy, continuous learning, and collaboration with R&D, Cloud Operations, and Product Management to improve Infor solutions.

Qualifications

• Experience in a technical support, application support, or helpdesk role.
• Experience in SQL, database querying, and log analysis.
• Analytical problem-solving in independent or team settings.
• Experience working independently and in a collaborative team environment.

Responsibilities

• Provide timely and accurate technical support to customers via phone, email, and web channels.
• Diagnose and troubleshoot software application issues, identifying root causes and proposing solutions.
• Collaborate with R&D, Cloud Operations, and Product Management to resolve issues.
• Manage and prioritize a queue of support cases meeting SLAs and CS targets.
• Create and maintain internal knowledgebase articles and technical documentation.
• Share feedback with cross-functional teams to influence product improvements.
• Participate in product training and continuous learning to stay current with Infor technologies.

Skills

Technical support

SQL

Log analysis

Independent work

Team collaboration

Tools

ServiceNow

JIRA

Job description

Department: Customer Support

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

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business‑wide digital transformation.

For more information visit www.infor.com

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.

We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long‑term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.

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