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Keywords / Skills : Helpdesk Executive, IT Helpdesk, Desktop Engineer, Technical Support Engineer, Tech support, Desktop support engineer

3 - 7 years
Posted: 2019-08-03

Nationality
Philippines
Industry
IT/Computers - Software
Function
IT
Role
Technical Support Engineer
Education
Bachelors
Degree
Posted On
3rd Aug 2019
Job Description

This role is required to work on Night Shift schedule.

POSITION SUMMARY:


Provides application support for a specific set of Infor products particularly for Education or Learning Management Systems. Serves as primary support liaison between company and internal/external customer. Conveys customer feedback to product development staff. Possesses working knowledge of operating environments and basic knowledge of product functionality

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.

EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS:


Minimum Qualifications:

•Bachelor’s Degree in Computer Science or related field and/or equivalent experience

•Prior experience in related industry or software/technical support.

•Possesses working knowledge of operating environments and basic knowledge of product functionality.

•Strong analytical skills.

•Ability to consistently perform in a high pressure, deadline oriented global environment.

•Good organizational skills.

•Clear communication skills in both verbal and written.



Preferred Qualifications:

•Proven software application troubleshooting skills.

•Experience in JIRA or any ticketing tool

•Knowledge of SQL (Microsoft/Oracle/DB2)

•Background in functional business area

•Familiar with basic function of Education/Training or Learning Management Systems



About Company

Infor is a $2.8 billion company serving more than 70,000 customers around the world. Infor traces its beginning to 2002 and today has nearly 13,000 employees and offices in 40 countries. As a result, we are one of the largest providers of enterprise software and services in the world. We provide industry-specific and other enterprise software products and related services, primarily to large and medium-sized enterprises around the world.

Our software and services offerings are often "mission critical" for many of our customers as they help automate and integrate critical business processes, which enable our customers to better manage their suppliers, partners, customers and employees, as well as their business operations generally.
Our industry-specific approach distinguishes us from larger competing enterprise software vendors, whose primary focus is on less specialized software programs that take more time and cost to tailor to target customers’ specific needs during periods of implementation and upgrade. We believe our products and services provide a lower relative total cost of ownership for customers than the offerings of larger competing vendors.

We specialize in and target specific industries, or verticals, and have industry-specific business units that leverage our industry-oriented products and teams. Augmenting our vertical-specific applications, we have horizontal software applications, including our customer relationship management (CRM), enterprise asset management (EAM), financial applications, human capital management (HCM), and supply chain management (SCM) suites which, in addition to our proprietary light-weight middleware solution ION®, are integrated with our enterprise software applications and sold across different verticals.

In addition to providing software products, we provide ongoing support and maintenance services for our customers through our subscription-based annual maintenance and support programs. We also help our customers implement and use our applications more effectively through our consulting services.
Our customers range from Fortune 500 enterprises to medium-sized businesses. Our market leadership in key verticals, including manufacturing, distribution, healthcare, public sector, automotive, service industries, equipment, consumer products and retail software, and hospitality software, results from the fact that we serve many of the largest and most well-known customers in those verticals. For example, 19 of the top 20 aerospace companies, the top 10 high tech companies, the top 10 pharmaceutical companies, 22 of the top 25 U.S. healthcare delivery networks, the top 20 automotive suppliers, 17 of the top 20 industrial distributors, 16 of the top 20 global retailers, and 4 of the top 5 brewers use our software products.
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