Senior Product Support Analyst with German

Infor Inc.; Wrocław; On-site; PLN 80,000 - 120,000; Full time

Job summary

Infor Inc. in Wroclaw is seeking a Senior Product Support Analyst fluent in German to resolve client questions about our ERP software in the automotive domain. You will collaborate with Development, install solutions, and manage workloads per global support procedures while maintaining a high level of professional service.

You will also contribute to the knowledge base and communicate effectively with customers to ensure successful resolution of issues and customer satisfaction.

Qualifications

• German language at least C1 level is required.
• English language at least B2 level is required.
• Excellent verbal and written communication skills are essential.
• Strong analytical abilities and problem-solving mindset are expected.
• Technical know-how and comfort with software products are required.

Responsibilities

• Resolves clients' questions and problems on ERP software over the phone or Internet focusing on product functionality.
• Collaborates with Development to clarify and resolve issues when needed.
• Installs solutions provided by Development in customers' systems.
• Manages workload following global Support procedures to ensure tasks are completed.
• Maintains a high level of professional service and supports company image.

Skills

German (C1)

English (B2)

Communication skills

Analytical skills

Technical know-how

Tools

ERP system

Job description

Senior Product Support Analyst with German

Department: Customer Support

Employment Type: Full Time

Location: Wroclaw

Description

Resolves clients' questions and problems on use of software product (ERP system in area automotive) over the telephone or Internet focusing on product functionality.

If needed, co-operates with Development in order to clarify and resolve the issue.

Install solutions provided by Development in customer´s systems.

Manages workload effectively following global Support procedures to ensure successful completion of tasks.

Promotes and maintains a high quality, professional, service-oriented company image among users and team.

Contributes information to the Support knowledge base, when necessary.

Takes initiative to constantly develop skills in the given functional area of the product.

A Typical Day in the Life Includes:

• Serve as support liaison between company and customer as well as document issue analysis in required tracking system
• Analyze and resolve reported issues (the process includes checking it directly on customer´s end and reproducing in internal system)
• Communicate with Development and other departments (i.e. project managers) whenever necessary
• Upon request participate in special projects or teleconferences with customer
• Maintain Support knowledge base

Basic Qualifications:

• very good or good command of German (C1)
• very strong communication skills
• great analytical skills
• affinity for technical know-how
• very good or good command of English (B2)
• readiness to speak to customers via telephone (no incoming calls, but often clarification with the customer on the phone is needed)

Preferred Qualifications:

• knowledge of automotive processes
• experience with ERP system
• experience in Support