Product Support Analyst with German and English

Description & Requirements

Resolves clients' questions or problems on use of software product (ERP system in area chemical and pharmaceutic industry) over the telephone or Internet focusing on product functionality.

If needed conveys customer feedback to product development staff and co-operates with development in order to clarify or resolve the issue.

Promotes and maintains a high quality, professional, service-oriented company image among users and team.

Contributes information to the Support knowledge base, when necessary.

Manages workload effectively following Global Support procedures to ensure successful completion of tasks.

Takes initiative to constantly develop skills in the given functional area of the product.

A Day in The Life Typically Includes:

• Serve as primary support liaison between company and customer and documents ticket analysis in required tracking system
• Analyze and resolve reported issues (the process includes checking it directly on customer´s end and reproducing in internal system)
• Communicate with Development and other departments (i.e. project managers) whenever necessary
• Upon request participate in special projects or teleconferences with customer
• Maintain Support knowledge base – internal or public entries, publish product information provided by Product Management

Required skills:

• very good or good command of German (C1)
• good command in English
• very strong communication skills
• great analytical skills
• readiness to speak to customers

Preferred Qualifications:

• business studies or knowledge of processes in a chemical or pharmaceutic sector (or another industry)
• experience with ERP system

About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 

For more information visit www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

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