Product Support Analyst

Freddie Mac; United States; Remote; USD 55,000 - 80,000; Full time

Job summary

A leading company is seeking a Product Support Analyst to provide high-quality support to customers and partners while documenting interactions in a tracking system. The role involves diagnosing technical issues, customer communication, and ensuring satisfaction while working with Infor products. Candidates should have experience in customer service, familiarity with Windows/Linux environments, and a strong grasp of SQL.

Qualifications

• Experience with Windows and Linux operating systems and their associated tools.
• Strong command of the English language.
• Legal authorization to work in the US.

Responsibilities

• Provide courteous customer service and technical support.
• Diagnose and resolve technical issues with the Infor products.
• Maintain effective communication with customers.

Skills

Customer service experience

Problem-solving

Negotiation

SQL

Communication

Job description

Description & Requirements

The Product Support Analyst will provide responsive, quality support to Infor customers and partners, documenting this support in the department's call tracking system. Use and creation of knowledge-based tools and documentation to diagnose, research and resolve technical issues.

A Day in The Life Typically Includes:

• Provide courteous customer service in an accurate and timely manner per existing procedures and publish KPI benchmarks.
• Provide product support by responding to incidents, interpreting queries and problems, examining data and error logs, and utilizing all available support material and tools to resolve the problem successfully.
• Develop and maintain effective customer communications by managing the customers' expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
• Generate hardware parts orders ensuring that properly configured part requests are forwarded to the Infor Parts department.
• Provide application support to customer accounts for Infor products, specifically for Infor Restaurant Point of Sale products.

Basic Qualifications:

• Customer service experience.
• Experience working with PC's and software applications used for testing, troubleshooting and call logging.
• Experience with Windows and Linux operating systems and their associated tools and file structure.
• Experience using the SQL query language.
• Strong command of the English language to effectively articulate complex ideas.
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship now or in the future.

Preferred Qualifications:

• Technology Help Desk experience.
• Knowledge of Windows operating system and file system (certification preferred).
• Knowledge of UNIX or Linux operating system (certification preferred).
• Knowledge of industry standard network topology, terms and troubleshooting.
• Familiarity with computer POS technology.

Remote US (Alpharetta, GA, Dallas, TX)

About Infor

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. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

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 at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that's why we created a policy that you can read here.

This employer uses E-Verify. Please visit this website for additional information.

E-Verify Illinois: Click here, aquí, or tu.

About the company

The best remote jobs for you

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at [e-mail] or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at [e-mail] or 407-000-0000.