Product Support Analyst

Product Support Analyst

Infor SEA Pte Ltd
2-5 years
Not Specified

Job Description



Position Summary
An Associate Product Analyst assigned to provide application support to FSM Supply Management for Infor global customers and partners. He/She is responsible for updating tickets for internal and external clients. Work closely with other teams to determine the fastest and greatest solution.
An excellent communicator in both written and oral, a team player and works on multiple tasks with minimal supervision.
Key Responsibilities
  • Serves as primary support liaison between company and customer and documents incidents in required tracking systems
  • 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 analysts, provides feedback to Development with guidance from more senior analysts and liaises with other Depts.to insure proper handling of customer issues.
  • Develops Knowledge Base content with assistance, if needed.

Key Requirements/Experience
  • Solid problem solving and analytical skills
  • Knowledgeable on Java or .Net and SQL
  • Adequate PC skills with knowledge of various software application used for testing, troubleshooting, call logging
  • Can read Java or .Net and SQL codes
  • Working knowledge on Supply Chain Management business process is a plus
  • Adequate problem solving and analytical skills
  • Adequate PC skills with knowledge of various software application used for testing, troubleshooting, call logging
  • Familiar with incident management process and cloud ERP products
  • Maximum 2 years working experience on customer global support operation
  • Willing to work on shifting schedule, holidays, night shift and weekend shift
  • Bachelor's degree of any IT related courses

Job Details

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