Description & Requirements

The Application Support Analyst Senior will play a crucial role in providing exceptional customer support specifically for our Cloud Suite Distribution (CSD) product. This position involves addressing customer inquiries, troubleshooting application issues, and ensuring seamless product functionality to meet client needs. The ideal candidate will work closely with customers and internal teams to understand pain points, provide solutions, and enhance overall user experience. Additionally, the Analyst will mentor junior staff and contribute to knowledge sharing within the organization.

A Day In the Life Typically Looks Like:

Customer Support: Provide timely and effective customer support for Cloud Suite Distribution (CSD), addressing inquiries and resolving issues to enhance user satisfaction.
Case Management: Manage and prioritize support cases, ensuring thorough documentation and tracking of customer interactions and resolutions.
Troubleshooting: Analyze and troubleshoot application-related issues, utilizing problem-solving skills to identify root causes and implement solutions.
Communication: Providing updates on case progress and ensuring their needs are met throughout the support process.
Collaboration: Work collaboratively with cross-functional teams, including development and product management, to escalate complex issues and drive continuous improvements.
Mentorship: Assist in training and mentoring junior support staff, sharing knowledge and best practices to build team expertise.
Feedback Collection: Gather customer feedback to identify areas for improvement in products and services, contributing to overall enhancement strategies.
Performance Metrics: Monitor and report on key performance indicators related to customer support activities to track effectiveness and identify opportunities for enhancement.

Basic Qualifications:

Prior experience in application support, customer support, or a related role within the technology or distribution industry.
Troubleshooting and problem-solving skills, with a background in software applications and their functionality.
Demonstrated experience in providing high-quality customer service, with a focus on building strong relationships and ensuring customer satisfaction.
Experience assessing complex issues and developing effective solutions.
Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.

Preferred Qualifications:

Experience with Cloud Suite Distribution (CSD) or similar applications.

About Infor

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 www.infor.com

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. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

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 at the bottom of the infor.com/about/careers webpage.

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