Technical Support Analyst, Senior

hace 2 semanas

Ciudad de México Infor A tiempo completo

General information
- Country

Mexico
- City

Mexico City
- Job ID

44903
- Department

Customer Support
- Experience Level

EXECUTIVE
- Employment Status

FULL_TIME
- Workplace Type

Hybrid
- Description & Requirements

The Technical Support Analyst is responsible for providing world-class technical support to Infor’s Enterprise customers based in the Americas (US, Canada and LATAM), answering complex questions on software defects, function and usage of the SyteLine product. This role should be able to multi-task and prioritize workload to meet individual and team objectives. This position is for those who thrive in a fast-paced environment and are looking to develop a rewarding career within Product Support. This position offers an exciting opportunity to utilize your product and industry knowledge, and problem-solving skills combined with the extensive product training and job coaching to help the Fortune 500 companies with their challenging issues that are critical to their daily operations.

A Day in The Life Typically Includes:

- Learn SyteLine product.
- Contribute to Teams metrics by solving incidents following SLAs.
- Teamwork/collaborate with others to help resolve incidents that involve multiple disciplines.
- Serves as primary product support POC between Infor and our external customers.
- Document incidents in required tracking systems.
- Proactively inform our customers of incident details and resolutions.
- Responsible for additional follow-up, testing and troubleshooting.

Basic Qualifications:

- Experience in related technical support environments.
- SQL Database and/or any programing code knowledge.
- Full proficiency in English.

Preferred Qualifications:

- SyteLine ERP or any other Infor products knowledge.
- Customer support experience.

Location: Montes Urales Norte 505, Col, Lomas de Chapultepec, Miguel Hidalgo, 11000 Ciudad de México.

Hybrid position (3 days per week in the office).
- About InforInfor 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. Our ValuesAt 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.

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