Product Support Analyst

Infor Inc.; Wrocław; On-site; PLN 65,000 - 90,000; Full time

Job summary

Infor Inc. is seeking a Product Support Analyst to join our Pegasus Support team in Wroclaw. You will provide high-quality support to partners and customers using our ERP solutions, helping troubleshoot, investigate, and resolve complex application issues.

As part of a collaborative team, you will handle technical and functional challenges across payroll, finance, supply chain, and HR, building expertise in enterprise business applications and pursuing a career in software support and technology.

Qualifications

• Strong analytical and problem-solving skills.
• Excellent English communication (verbal & written).
• Ability to manage multiple priorities under pressure.
• Customer service mindset and teamwork.
• Basic understanding of Microsoft SQL Server.
• Basic understanding of PC hardware, operating systems, and networks.

Responsibilities

• Provide support to customers via phone, email, and ServiceNow.
• Investigate software issues and identify resolutions or workarounds.
• Analyse incidents, replicate issues, and escalate defects where appropriate.
• Collaborate with Product Development and QA to resolve customer issues.
• Maintain regular communication with customers throughout the support process.
• Meet service level agreements and support targets.
• Document findings and contribute to internal knowledge sharing.
• Demonstrate ownership of support cases from initial investigation through to resolution.

Skills

Analytical skills

Problem solving

English communication

Customer service

Teamwork

SQL basics

Hardware & networks basics

Tools

ServiceNow

Jira

Job description

Product Support Analyst

Department: Customer Support

Employment Type: Full Time

Location: Wroclaw

Description

Infor is seeking a Product Support Analyst to join our Pegasus Support team. In this role, you will provide high-quality support to partners and customers using our ERP solutions, helping them troubleshoot, investigate, and resolve complex application issues.

As part of a collaborative and supportive team, you will work on a variety of technical and functional challenges, supporting solutions used across payroll, finance, supply chain, and HR. This is an excellent opportunity for someone who enjoys problem-solving, wants to develop expertise in enterprise business applications, and is looking to build their career in software support and technology.

A Typical Day in the Life Includes:

• Providing support to customers and partners via phone, email, and ServiceNow.
• Investigating software issues and identifying appropriate resolutions or workarounds.
• Analysing incidents, replicating issues, and escalating defects where appropriate.
• Working closely with colleagues, Product Development, and QA teams to resolve customer issues.
• Maintaining regular communication with customers throughout the support process.
• Meeting service level agreements and support targets.
• Documenting findings and contributing to internal knowledge sharing.
• Demonstrating ownership of support cases from initial investigation through to resolution.

Basic Qualifications:

• Previous experience in a Technical Support, Application Support, Product Support, or similar customer-facing role.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Ability to manage multiple priorities and work effectively under pressure.
• Strong customer service mindset.
• Ability to work independently while contributing effectively within a team.
• Basic understanding of Microsoft SQL Server.
• Basic understanding of PC hardware, operating systems, and network environments.

Preferred Qualifications:

• Experience supporting ERP, Payroll, Finance, HR, or Supply Chain applications.
• Experience using ServiceNow, Jira, or similar ticket management tools.
• Understanding of Microsoft SQL Server and database troubleshooting.
• Knowledge of Windows Server environments, permissions, and networking concepts.
• Familiarity with software testing, defect investigation, or application troubleshooting.
• Ability to communicate technical concepts to non-technical audiences