Technical Support Analyst

hace 6 días

Ciudad de México Infor A tiempo completo

**General information**:

- Country
Mexico- City
Mexico City- Department
Global Support- Job ID
34729**Description & Requirements**:
Provides technical support assistance to Infor’s Cloud Distribution clients, answering complex questions on function and usage of product via telephone and/or Internet. Serves as primary support liaison between company and customer. Communicate customer feedback to appropriate product development area. Possesses basic knowledge of operating system environments and product functionality. This position supports the functionality of our Cloudsuite Distribution solution, which helps distributors facilitate growth potential. With our CloudSuite Distribution solution, distributors can optimize every facet of operations — from sales, omni-channel engagement, inventory, and warehouse management, to financials, value-add services, and more.

**A Day in The Life Typically Includes**:

- Resolves clients' questions or problems over telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
- Serves as primary support liaison between company and customer.
- Documents incidents in required tracking systems.
- Proactively informs customer of incidents details and resolutions.
- Responsible for additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
- Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
- Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge.
- Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

**Basic Qualifications**:

- Experience working in Computer Science or equivalent technical training and/or work experience.
- Prior experience in software/technical support.
- Possesses basic working knowledge of operating system environments and knowledge of product functionality.
- Full proficiency in English.

**Preferred Qualifications**:

- Progress Databases.
- Linux/AIX.
- Cloud based solutions.
- Distribution Software.
- SQL.

**_
About Infor _**

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

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

**Infor Values**:

We have a relentless commitment to a culture based on a business philosophy called Principle Based Management (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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