product support AnalystInfor

Job Description:
POSITION SUMMARY:
Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.Serves as primary support liaison between company and customer.Conveys customer feedback to product development staff. Possesses working knowledgeof operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager, Support Operations.Requires 3 to 5 years of relevantexperience.
ESSENTIAL FUNCTIONS:
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.
Infor

Metro Manila
Permanent
Full-time