上海招聘

Position: Product Support Analyst
Location: China, APAC

SUMMARY:
Provides support to customers, answers complex questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer. Conveys customer feedback to product development staff. Possesses excellent knowledge of company’s products that are used by customers. Operates under general supervision. Typically reports to the Team Lead, Support Operations. Has 2 to 4 years of product support experience or equivalent business experience of manufacture industry.

Product Support Analysts are primarily responsible for below tasks while ensuring that all service level agreements and customer satisfaction goals are achieved as defined in the Support Operations Handbook.

- Provide application and technical support on a broad spectrum of products to specified customers and provide necessary language translation. The position is responsible for resolving issues within a defined timeframe using standard processes and managing a queue of incidents. The skill level for this position requires broad application and technology product knowledge, excellent customer service skills, and the ability to handle customers who are dealing with critical high impact business issues.
- Responsible for interfacing, coordinating and liaison with Infor’s services, Product Development, and other 3rd parties and business partners needed to resolve complex customer issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Customer Support
？ Responsible for providing quality application and technical support via online support tools and telephone
？ Set up the appropriate test environment based on a customer’s system specification.
？ Complete and maintain required product certifications on current and new applications and technologies
？ Manage assigned cases to meet service levels as defined in the Support Operations Handbook
？ Responsible for all customer interactions/communications related to support cases
？ Responsible for being the liaison between customer and Product Development
？ Provide language translation when necessary
？ 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 products that may include human resources, manufacturing, logistics, procurement, distribution, financials, web technologies and other underlying technologies such as operating systems and databases.
？ Develop, demonstrate and maintain technical skills including troubleshooting, data analysis, code debugging, test scenario creation and testing
？ Foster teamwork and collaboration across all teams
？ Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs
？ Identify possible improvements related to work processes and tools
- Knowledge Base Maintenance
？ Responsible for adding and maintaining knowledge base content
- Other Duties
？ Other duties as assigned by Infor support management

REQUIRED EDUCATION, KNOWLEGDE AND SKILLS:
？ Bachelor’s degree in business or computer science
？ Prior experience in related industries or software/technical support and Customer Service
？ Experience with relevant technologies that could include the following:
(1) Unix, Windows, and i-Series operating systems
(2) SQL and Oracle databases, web servers and application servers
？ Proven analytical, technical and problem-solving skills
？ Ability to multi-task many business critical issues
？ Ability to work in a highly team orientated environment
？ Ability to handle high pressure situation and deliver solutions efficiently
？ Communication and interpersonal skills to explain complex technical concepts and functionality of systems to non-technical users.
？ Attention to details and ability to follow through on assigned tasks
？ Ability of quick learning for new products
？ Excellent English verbal and written skills

DESIRED SKILLS AND REQUIREMENTS:
？ Any previous knowledge with ERP products such as Baan/LN will be high desirable
？ Industry knowledge and experience for manufacture, supply chain and etc will be high regarded
？ 2-4 years’ experience in an ERP software development or services organization
？ ERP project implementation experience

Infor is a global enterprise leader in business cloud software and a strategic technology partner for more than 68,000+ Enterprise and SMB companies.Enterprise software solutions that are built for the cloud,built for your industry.From Manufacturing to Healthcareto Retail and Fashion, we cover all industries and have ERP end-to-end solutions that are brought together by artificial intelligence technology.To learn more about Infor, please visit: *************.