product support Analyst (us payroll)Infor

Provide application support to customer accounts for Infor's products, specifically for Hr Talent Multi-Tenant Payroll.
Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
Provide product support by monitoring the support queues, responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
Develop and maintain effective customer communications by managing the customer's expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
Essential Functions:
Resolves clients' questions or problems over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup.
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.
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.
Basic Qualifications:
Bachelor's degree in Business, Computer Science/IT, Mathematics or related (e.g Industrial Engineering)
Alternatively, prior experience in US Payroll Processing or software/technical support arena
Possesses full understanding of industry practices as well as Global Support Procedures.
Preferred Qualifications
Knowledge of US Payroll Processing, SQL, Java, Oracle or other languages
Skills on Customer Service or Global Support