Support Software Engineer
Infor Global Solutions (P) Ltd- India
Provides application and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet. Support includes functional analysis, program analysis, testing and debugging to resolve customer reported issues. Serves as primary support liaison between company and customer in a highly team oriented environment. Conveys customer feedback to product management and development staff. Possesses working knowledge of assigned product and basic knowledge of operating environments. Operates under general supervision.
- Resolves clients' questions or problems over the telephone or Internet focusing on product installation, setup, configuration and operating environments, as well as complex product functionality.
- This position will serve in both a technical and functional capacity for Support of a complex ERP product, as well as several complimentary components of the Infor technology suite.
- 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.
- Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts.
- Continues to develop application knowledge in specific product suite and operating environment and technologies.
- Conveys customer feedback to product development staff. Responsible for being the liaison with Development and other depts., i.e. Infor Consulting Services, development and product team, etc., to insure proper handling of customer issues.
- Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc.
- Promotes and maintains a high quality, professional, service-oriented company image among users and team.
- Foster teamwork and collaboration across all teams Contributes information to the Support knowledge base Manages workload effectively following Global Support Procedures