Product Support Analyst

Infor; Wrocław; On-site; PLN 70,000 - 110,000; Full time

Job summary

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

You will work with payroll, finance, supply chain, and HR modules, collaborating with Product Development and QA to ensure customer satisfaction and timely solutions. This role offers growth in software support and enterprise applications.

Qualifications

• Experience in technical, application or product support or similar role.
• Strong analytical and problem-solving skills.
• Excellent spoken and written English.
• Ability to manage multiple priorities under pressure.
• Customer-focused with a service mindset.
• Able to work independently and within a team.
• Basic knowledge of Microsoft SQL Server.
• Basic knowledge of PC hardware, OS and networking.

Responsibilities

• Provide support to customers and partners via phone, email, and ServiceNow.
• Investigate software issues and determine resolutions or workarounds.
• Analyze incidents, replicate issues, and escalate defects when needed.
• Collaborate with Product Development and QA to resolve issues.
• Maintain regular communication with customers throughout the process.
• Meet SLAs and support targets.
• Document findings and contribute to internal knowledge sharing.
• Own support cases from initial investigation to resolution.

Skills

Technical support experience

Analytical skills

English communication

Multitasking

Customer service mindset

Tools

ServiceNow

Jira

SQL Server

Job description

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.

Department: Customer Support

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

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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