Product Support Analyst

2 days ago

Kuala Lumpur, Malaysia Infor Full time

**About Infor**

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion.

**Position Summary**

**Your Responsibilities Include**:

- 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
- Able to handle high volume of issues and some challenging issues independently but is responsible for appropriate referral to other support analysts
- May be required to be on rotation for after hours coverage
- Conveys customer feedback to product development staff
- Responsible for being the liaison with Development and other depts., i.e. PSO, Finance, etc., to insure proper handling of customer issues
- Participates in special projects and takes on special assignments and/or teaches other Analysts installation procedures, features of products, etc
- Promotes and maintains a high quality, professional, service-oriented company image among users and team
- Foster teamwork and collaboration across all teams
- Assists less experienced Analysts and serves as a resource for others as needed
- Contributes information to the Support knowledge base and provides review others content
- Manages workload effectively following Global Support procedures to ensure successful completion of tasks
- Provides accurate accounting of work and time allocation
- Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
- Identify possible improvements related to work processes and tools.

**Knowledge and Skills, You Bring to the Organization**:

- Bachelor’s degree in Computer Science or Hospitality and has experience in functional area
- Prior experience in related industry or software/technical support
- Possesses working knowledge of assigned product and basic knowledge of operating environments
- Advanced problem solving and analytic skills
- Possesses full understanding of industry practices as well as Global Support Procedures
- Good writing and editing skills
- Excellent communications skills
- Strong interpersonal and customer service/orientation skills
- Strong organizational skills required to insure most effective and timely delivery of service to clients
- Possess ability to both multi-task and manage priorities effectively
- Flexibility required to work outside defined role
- Command of the English and Mandarin (Cantonese) languages to be able to provide oral and written communication that effectively articulates complex ideas
- Hospitality industry (hotels/serviced apartments) knowledge, and experience with Property Management Systems, Sales & Catering systems preferred
- Knowledge of Microsoft SQL database, cloud systems, Sumo Logic and Data Lake is preferred.

LI-DNI

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