Infor Looking for Technical Support Analyst, Associate at Hyderabad, Telangana Full Time

Product Support Analyst Hyderabad

JOB SUMMARY: The Support Engineer provides application and technical support for Infor OS product suite to our customers, partners, and company associates. Support includes functional analysis, program analysis, testing, and debugging to resolve customer issues that are reported via online support tools or the telephone. Support Engineers are responsible for tier two and/or tier three support while ensuring that all service level agreements and customer satisfaction goals are achieved as defined in the Support Operations Handbook. The skill level for this role will require application and technology product knowledge, excellent customer service skills, and the ability to handle customers who are dealing with critical high impact business issues. The Support Engineer is responsible for interfacing with services, Product Engineering, and other 3rd parties needed to resolve complex issues

RESPONSIBILITIES:
Responsible for providing quality application and technical support via online support tools and telephone for Infor Operating Services Product Suite.

Set up the appropriate test environment based on a customer’s system specification.

Manage assigned incidents in order to meet service levels as defined in the Support Operations Handbook.

Responsible for all customer interactions/communications related to support incidents.

Responsible for being the liaison between customer and Product Development.

Demonstrate excellent verbal and written skills (e.g., incident notes, bug reports, knowledge base articles, etc.).

Develop, demonstrate and maintain the skills necessary to do analysis of our Infor products and other underlying technologies such as operating systems and databases.

Work with Technical Operations, Core Development and Program Management during product development cycle to ensure quality.

Develop advanced troubleshooting procedures for complex technical problems.

Continues development of business and/or leadership skills.

Displays a positive and consistent customer support/service orientation.

Writes technical bulletins that are well structured and easy for a technical reader or customer to understand.

Lead product documentation initiatives, review product documentation, maintain an up to date product content.

Ability to act as an effective customer advocate/liaison within the Infor Consulting Services and champion business needs and priorities.

Assist in identifying areas for process improvement and establishing effective and efficient business practices.

REQUIRED SKILLS:
3+ years with Support of application written on C# .NET, ASP.NET, VB.NET and Java software.

Proficiency in network protocols and troubleshooting (TCP/IP, telnet, SSH, HTTP,etc….) (at least a good working understanding of these protocols)

Web based technologies – XML, HTML and JavaScript (jQuery) JSON, LDAP.

Web Servers: IIS 8.0, IIS 10.0 & popular Web Browsers.

SQL Server 2012, 2014, 2016 (Install, troubleshoot, debug, execute SQL queries, read logs)

Proficiency of Windows and Linux (and/or Unix) operating systems.

QUALIFICATIONS: B. Tech, BE and MCA

DISCLAIMER: Infor does not discriminate in employment opportunities or practices on the basis of race, color, creed, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, marital status, age, veteran status, protected veterans, military service obligation, citizenship status, individuals with disabilities, or any other characteristic protected by law applicable to the state in which you work.In compliance with the ADA/AODA, should you have a disability and would like to request an accommodation in order to apply for a currently open position with Infor, please call (678) 319-8000 or email us at [email protected] . Applicants to and employees of most United States private employers, state and local governments, educational institutions, employment agencies and labor organizations are protected under Federal law from discrimination. For additional information please see EEO is the Law poster, the EEO Supplemental as well as the Statement of Policy.

Job Detail

Job Id

JD2022241

Industry

Not mentioned

Total Positions

1

Job Type:
Full Time

Salary:
Not mentioned

Employment Status

Permanent

Job Location

Hyderabad, Telangana, India

Education

Not mentioned

Experience

Year