This role is required to work on Night Shift schedule.
POSITION SUMMARY :
Provides application support for a specific set of Infor products particularly for Education or Learning Management Systems.
Serves as primary support liaison between company and internal / external customer. Conveys customer feedback to product development staff.
Possesses working knowledge of operating environments and basic knowledge of product functionality
ESSENTIAL FUNCTIONS :
Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations / setup, product functionality and bugs / enhancements.
â¢Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
â¢Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
â¢Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
â¢Responsible for appropriate referral to other support and quality assurance areas.
Conveys customer feedback to product development staff.
â¢Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development.
â¢Participates in special projects providing support of new product installations and / or teach other Analysts installation procedures, features of operating systems, etc.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.
â¢Foster teamwork and collaboration across all teams.
â¢Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
â¢Identify possible improvements related to work processes and tools.
â¢Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge.
â¢Provides application support to clients as required.
â¢Contributes information to the Support knowledge base.
â¢Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
â¢Provides accurate accounting of work and time allocation.
EDUCATIONAL / SKILL / EXPERIENCE REQUIREMENTS :
Minimum Qualifications :
â¢Bachelorâs Degree in Computer Science or related field and / or equivalent experience
â¢Prior experience in related industry or software / technical support.
â¢Possesses working knowledge of operating environments and basic knowledge of product functionality.
â¢Strong analytical skills.
â¢Ability to consistently perform in a high pressure, deadline oriented global environment.
â¢Good organizational skills.
â¢Clear communication skills in both verbal and written.
Preferred Qualifications :
â¢Proven software application troubleshooting skills.
â¢Experience in JIRA or any ticketing tool
â¢Knowledge of SQL (Microsoft / Oracle / DB2)
â¢Background in functional business area
â¢Familiar with basic function of Education / Training or Learning Management Systems