Job Description
Product Support Analyst
Department: Customer Support
Employment Type: Full Time
Location: Hyderabad
Reporting to the Support Manager, the Product Support Analyst plays a critical role in delivering world-class technical support for Infor's Workforce Management (WFM) application to enterprise clients. This role requires an individual who thrives in a fast-paced environment, excels in multi-tasking, and can prioritize effectively to meet both individual and team objectives.
As a Product Support Analyst, you will investigate and resolve complex software issues reported by customers, collaborating closely with R&D and Services teams to deliver timely and impactful solutions. This position offers an exciting opportunity to apply and develop your strong technical and problem-solving skills through extensive product training and hands-on coaching. Your contributions will ensure consistent and excellent service to Infor’s global client base, making a tangible impact on their business operations.
If you are passionate about customer success, thrive on solving challenging problems, and aspire to grow your career within a dynamic Product Support team, this role is for you.
A Typical Day in the Life Includes:
- Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
- Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
- Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
- Document knowledge in the form of incident notes, technical articles, and operational procedures.
- Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
- Participate in customer calls and screen-sharing sessions to support complex issues.
- Contribute to continuous improvement initiatives within the support organization.
Basic Qualifications:
- Experience in application or technical support, preferably in a SaaS or ERP environment.
- Problem solving experience; being able to dissect technical problems and translate findings to non-technical users.
- Experience with SQL and relational databases (e.g., MS SQL Server, Oracle).
- Experience thriving in a global team environment with minimal supervision.
- Experience with enterprise software in areas like HR Talent, Workforce Management, etc is a plus.
Preferred Qualifications:
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Experience with Infor Solutions: Proficiency in supporting Infor products (e.g., CloudSuite, M3, LN, Syteline, Workforce Management) is highly advantageous and demonstrates familiarity with enterprise solutions.
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Familiarity with ITIL Processes and Support Tools: Hands-on experience with ITIL-compliant processes and ticketing systems, such as ServiceNow, Salesforce, or Jira.
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Technical Expertise: Practical experience with Java for troubleshooting and resolving technical issues.
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Cloud Infrastructure Knowledge: Exposure to cloud-based infrastructure and tools such as AWS, Azure, and Kubernetes, with an understanding of deploying and managing applications in cloud environments.
