Product Support Analyst, Senior

General information

Country

India

State

Telangana

City

Hyderabad

Job ID

46343

Department

Customer Support

Experience Level

ASSOCIATE

Employment Status

FULL_TIME

Workplace Type

Hybrid

Description & Requirements

As a Support Software Engineer for the LX (ERP) Enterprise Resource Planning product, you are responsible for resolving customer product issues focusing on achieving timely updates and resolutions, and delivering a superior product and technical support. You will have the opportunity to work on Financial, Manufacturing, and Supply Chain modules as well as technologies such as integration tools and development frameworks. In this role, you will work in close collaboration with other skilled software engineers and business analysts and will be challenged to learn a variety of modules and technologies allowing you to grow professionally.

Key Responsibilities

• Resolve customer product issues utilizing analytical skills in problem interpretation, checking logs, replications, and utilizing the tracking system, support materials, communications channels, and tools.
• Provide a high-quality and professional customer experience while meeting or exceeding established KPIs and creating quality knowledge content.
• Develop application knowledge in the specific product suite, technical environment, and technologies.
• Adhere to incident management standards and is always abreast of updates to tools and standard operating procedures.
• Participate in special projects and takes on special assignments as needed.
• Assist support analysts and serves as a resource for others as needed.
• Manage multiple incidents & problems while working in high-visibility situations.
• Work independently and with minimal supervision to complete tasks and assignments as directed.
• Coordinate with internal product and hosting teams to ensure the timely resolution of customer issues.
• Contribute to our ever-growing Knowledge Base Articles.
• Identify and promote opportunities to reduce the amount of direct support required through product improvements, training, online support, and self-service.

Key Requirements/Experience

• Minimum of 3 years & maximum 8 years of related experience with a Bachelor's degree; or 3 years and a Master's degree; or equivalent work experience.
• Good communication skills (verbal and written) in English.
• Experience in customer-facing roles for any enterprise software.
• Background with an ERP system.
• Functional Domain knowledge in Manufacturing, or Supply Chain.
• IBMi Knowledge is a plus.
• Powerlink/Netlink (IDF) Knowledge is a plus.
• Customer management skills with a high commitment to customer satisfaction.
• Excellent analytical skills and systematic approach to problem-solving.
• Candidate is willing to work in the US time zone (EST/PST) shift on a rotation basis.
• Japanese language skills are a plus.

About Infor

Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.

For more information visit

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.

Fraud Awareness

We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams.

Fraud Privacy Policy

We value your privacy at Infor. You may access our privacy policy here.