Product Support Specialist

hace 15 horas


Ciudad de México, Ciudad de México Infor A tiempo completo
About the Role

We are seeking a highly skilled Product Support Analyst to join our team at Infor. As a key member of our technical support team, you will provide application and technical support to customers, answering complex questions on function and usage of our product via the telephone and/or remote connections.

Key Responsibilities
  • Resolve client application questions or problems in system set up, product functionality, and product enhancements within the Logistics and Manufacturing Module of our ERP.
  • Proactively keep customers informed of how and when problems are resolved, with a focus on retention and reference ability.
  • Involved in any additional follow-up, testing, and troubleshooting.
  • Manage workload effectively following Support Procedures.
  • Responsible for appropriate referral to other support analysts, provide feedback to Development with guidance from a mentor (more senior analysts), and liaise with other Departments.
  • Contribute and maintain information in the Support knowledge base.
  • Develop product knowledge in the specific ERP product and identify areas for further specialization.
Requirements
  • Customer success focus and English communication skills.
  • Experience working with customers to work on product-related questions or issues and address them appropriately.
  • Software or tech industry experience.
  • Fluent in English.
  • Knowledge of ERP software.
Preferred Qualifications
  • Experience in Production, Logistics, and/or IT Support.


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