Product Support Analyst
São Paulo, BR
há 1 dia

LN Finance Product Support Analyst, Associate

Location : Sao Paulo, BR.

About Infor :

Infor builds business software for specific industries in the cloud. With 16,000 employees, more than 68,000 customers in 170 countries rely on Infor applications and services to help overcome market disruptions and achieve business-wide digital transformation.

Infor builds complete industry suites in the cloud and deploys software that puts the user experience first, leverages data science, and integrates easily with existing systems.

Infor software is designed for progress.

Designed for Progress incorporates two powerful concepts :

  • Design , which represents Infor’s commitment to designing with purpose and intent so our work reflects the changing behaviors and expectations of our users and how they view the world.
  • Our goal is to empower both individual employees and organizations by putting users first, building beauty into everything we do, and redefining expectations for the way software looks, feels, and functions.

  • Progress , which Infor defines as partnering with customers to drive significant positive change. We are proud of the role we play in helping organizations move forward with their own visions of progress, whether that means small steps that make every day a little easier or giant leaps that impact mankind.
  • Position Summary

    The Product Support Analyst will work in the Global Support organization as a member of the Support team to provide responsive, quality support to Infor LN customers for LN Finance modules.

    There is no need to travel, and doesn’t need to have high knowledge in LN, but great attitude to learn to become a very qualified member of the team, demonstrating a high knowledge in 3-6 months.

    A Day in The Life Typically Includes :

  • Provide courteous customer service in an accurate and timely manner in accordance with existing procedures.
  • Provide product support by responding to incidents, interpreting queries and problems, examining data, error logs, and utilizing all available support material and tools to successfully resolve the problem.
  • Develop and maintain effective customer communications by managing the customer’s expectations through use of negotiation, persuasion, diplomacy and clear communication, ensuring customer satisfaction and customer retention.
  • Provide application support to customer accounts for Infor LN Finance Modules.
  • What You Will Need :

    Basic Qualifications :

  • Bachelor’s degree in Business or Computer Science preferred and Finance or Accounting knowledge with usage of ERPs or other finance software.
  • Or Bachelor’s degree in Accounting or Finance with the usage of computer systems.

  • Prior experience in related industry or software / technical support arena (preferred call center / helpdesk)
  • What Will Put You Ahead?

  • Background and / or understanding of Accounting and the usage of systems related to accounting.
  • Advanced problem solving and analytic skills.
  • Good writing and editing skills; excellent communication skills.
  • Strong interpersonal and customer service / orientation skills.
  • Strong organizational skills required to insure most effective and timely delivery of service to clients.
  • Able to both multi-task and manage priorities effectively.
  • Solid PC skills with knowledge of various software applications used for testing, troubleshooting and call logging.
  • Strong command of the English and Portuguese language to effectively articulate complex ideas, preferably also Spanish language but is it not a requirement.
  • Infor employees have :

  • A sense of urgency - Conduct your work with intensity and speed. Huddle fast. Make fact-based decisions. Use good judgment.
  • Keeping the initiatives moving.Repeat.

  • A passion for customer success Be responsive. Follow through on promises. Reject mediocrity. Be obsessive about doing better.
  • Be accessible and communicate proactively. Be selfless.Work as One Infor.

  • A thirst for innovation Be curious. Be a change agent.Some ideas will prove out, and other will not.Fail fast.Iterate.
  • Stay ahead of technology.

  • A focus on results - Never ignore results and facts. Learn and adjust. Focus on quality in all that you do. Do more of what works;
  • less of what is not working. Invest your time in value creation.Act like an owner with an adaptive, entrepreneurial spirit.

  • A sense of community - Show compassion and caring for others. Be socially responsible. Be inclusive.
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