AddressIndia
Telangana
Hyderabad
Global Support
38635
Product Support Analyst, Senior. Located Hyderabad however working remotely from home. Shift is Monday-Friday 8 am eastern to 5 pm eastern. Will have rotational late shift work 12pm eastern to 8 pm eastern and rotational beeper duty on weekends from Friday 8pm eastern to Sunday 6 pm eastern. Support Analyst will work closely with customers as well as provide mentorship and guidance to team.
A Day in The Life Typically Includes:
1. Resolves customer issues using advanced troubleshooting skills such as logs interpretation, program analysis and replication.
2. Provides a high quality and professional customer experience while meeting or exceeding established KPI’s and creating quality knowledge content.
3. Adheres to incident management standards and always abreast of the updates on the tools and standard operating procedures.
4. Develops advanced application knowledge in specific product suite and related technologies.
5. Provides team mentoring and leadership, contributing to a positive team environment.
Basic Qualifications:
1. Bachelor’s degree in business or computer science with 7+ years of experience with customer interaction
2. Advanced PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming.
3. Demonstrates analytical skills to analyze data, do research, diagnose, and solve technical problems.
4. Excellent writing, editing and communications skills.
5. Time management, decision making and organizational skills; consistently insures most effective and timely delivery of service to clients.
6. Ability to provide customer service and interpersonal skills.
7. Command of the English language to be able to provide oral and written communication that effectively articulates complex ideas.
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Preferred Qualifications:
1. Knowledge in following required: IBM iSeries platform, Windows Servers, Windows operating systems and hardware.
2. Knowledge of database management technology
3. Knowledge of file structures and database relationships
4. IBMi job management (i.e., Job descriptions, User profiles, Routing entries, Job queues, Subsystems, print queues, data queues)
5. Knowledge XA and/or IDF and Experience with PEX, IBMi sizing and utilization analysis.
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.
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.
