Department: Customer Support
Location: Hyderabad
Description
Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, you'll take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You'll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.
A Typical Day In The Life Includes
- Be a subject matter expert on assigned Infor applications and modules.
- Analyze, diagnose, and resolve complex product issues in a timely and efficient manner.
- Be the primary point of escalation for critical incidents.
- Collaborate with product management and engineering to prioritize defect resolutions and product enhancements.
- Mentor and guide junior analysts to develop technical and customer service skills.
- Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.
- Partner with customers to ensure a positive support experience, owning cases from inception through resolution.
- Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.
Basic Qualifications
- Experience in enterprise software support, consulting, or related field.
- Experience troubleshooting across application, database, and integration layers.
- Experience with ERP, HCM, LN Logistics, or industry-specific software is preferred.
- Experience with SQL and familiarity with APIs, XML, and scripting languages is a plus.
- Customer engagement experience.
- Experience working in a fast-paced, global environment with cross-functional teams.
- Requires 5 to 6 years of relevant experience with ERP LN applications, preferably Infor
Preferred Qualifications
- BE/BTech
- Experience in ERP LN
- Experience supporting SaaS/cloud-based solutions in ERP
- ITIL certification or background in service management processes.
- Open to work in Any Shift ( Including Night Shift)
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM™. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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