Product Support Analyst – Infor XA (Manufacturing & SupplyC)

As a Support Software Engineer for the XA (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.

• 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.

• 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.