product support AnalystInfor SEA Pte Ltd

A Day in The Life Typically Includes: 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 cus A Day in The Life Typically Includes: 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 knowledge of operating environments and basic knowledge of product functionality. Operates under general supervision. Typically reports to the Manager, Support Operations. Requires 2 to 5 years of relevant experience. . Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements related to Infor's Supply Chain Execution / Warehouse Management product. . Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs. . 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. . Promotes and maintains a high quality, professional, service-oriented company image among users and team. . Foster teamwork and collaboration across all teams. Assists team members with technical issues provides guidance on problem resolution and shares technical knowledge. . Participates in special projects providing support of new product installations and/or teach other Analysts installation procedures, features of operating systems, etc. . Assists in testing of new versions of operating systems, environments by loading new versions and verifying compatibility with Infor products, reporting any anomalies to development. . Provide 24X7 on-call support on weekends and off shift to production down incidents. The scheduled is being rotated to the members of the team per week. What You Will Need: Basic Qualifications: . Database skills . UNIX skills . Good writing, editing, interpersonal and communications skills. . Prior experience in related industry or software/technical support. . Willingness to learn . Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, product programming What Will Put You Ahead? Preferred Qualifications: . Exposure to Supply Chain/Warehouse Management System is a plus . Skills in C++ is a plus . IT admin skills is a plus
Monster

Metro Manila
Permanent
Full-time