IT Helpdesk
Infor PSSC Incorporated
Metro Manila / NCR, PH
4d ago
source : Monster

This role is required to work on Night Shift schedule.


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


Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations / setup, product functionality and bugs / enhancements.

•Serves as primary support liaison between company and customer and documents incidents in required tracking systems.

•Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.

•Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.

•Responsible for appropriate referral to other support and quality assurance areas.

Conveys customer feedback to product development staff.

•Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with products, reporting any anomalies to development.

•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.

•Foster teamwork and collaboration across all teams.

•Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.

•Identify possible improvements related to work processes and tools.

•Assists team members with technical issues; provides guidance on problem resolution and shares technical knowledge.

•Provides application support to clients as required.

•Contributes information to the Support knowledge base.

•Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.

•Provides accurate accounting of work and time allocation.


Minimum Qualifications :

•Bachelor’s Degree in Computer Science or related field and / or equivalent experience

•Prior experience in related industry or software / technical support.

•Possesses working knowledge of operating environments and basic knowledge of product functionality.

•Strong analytical skills.

•Ability to consistently perform in a high pressure, deadline oriented global environment.

•Good organizational skills.

•Clear communication skills in both verbal and written.

Preferred Qualifications :

•Proven software application troubleshooting skills.

•Experience in JIRA or any ticketing tool

•Knowledge of SQL (Microsoft / Oracle / DB2)

•Background in functional business area

•Familiar with basic function of Education / Training or Learning Management Systems

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