Infor
Technical Support Analyst (WFM)
- Compensation
- Not disclosed
- Location
- Manila
- Work setup
- Hybrid
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Full description
Infor are looking for a Technical Support Analyst who is passionate about delivering high-quality, customer-focused support. As part of our dynamic Global Support team, you will play a key role in resolving complex issues, supporting mission-critical applications, and ensuring our customers get the most out of their Infor solutions.
- Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
- Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions.
- Collaborate with internal teams—including R&D, Cloud Operations, and Product Management—to drive resolution of customer-reported issues.
- Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
- Create and maintain internal knowledgebase articles, FAQs, and technical documentation.
- Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements.
- Participate in product training and continuous learning to stay current with Infor technologies and industry trends.
- Experience in a technical support, application support, or helpdesk role.
- Experience in SQL, database querying, and log analysis.
- Experience in a problem-solving environment where analytical thinking skills are required.
- Experience working independently and in a collaborative team environment.
- Experience with Cloud / Saas / ERP, or enterprise software
- Experience with Java, Unix and Ticketing tools (e.g. ServiceNow, JIRA) is an advantage
- ITIL certification