Sr Product Support Analyst

• More than 8+ yrs experience with skills, US payroll and Human Capital Management.

• Problem solving experience, handle the customers issues and translate findings to non-technical users. -

• Experience thriving in a global team environment with minimal supervision.

• Be a subject matter expert on assigned Infor applications and modules.

• Analyze, diagnose, and resolve complex product issues in a timely and efficient manner.

• Be the primary point of escalation for critical incidents.

• Collaborate with product management and engineering to prioritize defect resolutions and product enhancements.

• Mentor and guide junior analysts to develop technical and customer service skills.

• Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.

• Partner with customers to ensure a positive support experience, owning cases from inception through resolution.

• Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.

• Analyze the issues raised by Customers, provide effective solution to them on time.-

• Maintain the key Customer Satisfaction scores by working with various customers. -

• Contribute to maintain the Service Level Agreements (SLAs) well at a product level.

• Collaborate with cross-functional teams, including Product Management, QA, and development, to deliver high-quality solutions. -

• Participate in documentation, and continuous improvement initiatives to maintain the best practices.

Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, youll take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You ll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.

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