Product Support Analyst, Senior(2-4Yrs of exp in Functional HCM, US Payroll Support, else profile will be rejected)

Department: Customer Support
Location: Remote
Description
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, you'll 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.
A Typical Day In The Life Includes
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.
Basic Qualifications
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.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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.
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.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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Work arrangement
No