Product Support Analyst
Infor is seeking a Product Support Analyst to join our Pegasus Support team. In this role, you will provide high-quality support to partners and customers using our ERP solutions, helping them troubleshoot, investigate, and resolve complex application issues.
As part of a collaborative and supportive team, you will work on a variety of technical and functional challenges, supporting solutions used across payroll, finance, supply chain, and HR. This is an excellent opportunity for someone who enjoys problem-solving, wants to develop expertise in enterprise business applications, and is looking to build their career in software support and technology.
- Providing support to customers and partners via phone, email, and ServiceNow.
- Investigating software issues and identifying appropriate resolutions or workarounds.
- Analysing incidents, replicating issues, and escalating defects where appropriate.
- Working closely with colleagues, Product Development, and QA teams to resolve customer issues.
- Maintaining regular communication with customers throughout the support process.
- Meeting service level agreements and support targets.
- Documenting findings and contributing to internal knowledge sharing.
- Demonstrating ownership of support cases from initial investigation through to resolution.
- Previous experience in a Technical Support, Application Support, Product Support, or similar customer-facing role.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills in English.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong customer service mindset.
- Ability to work independently while contributing effectively within a team.
- Basic understanding of Microsoft SQL Server.
- Basic understanding of PC hardware, operating systems, and network environments.
- Experience supporting ERP, Payroll, Finance, HR, or Supply Chain applications.
- Experience using ServiceNow, Jira, or similar ticket management tools.
- Understanding of Microsoft SQL Server and database troubleshooting.
- Knowledge of Windows Server environments, permissions, and networking concepts.
- Familiarity with software testing, defect investigation, or application troubleshooting.
- Ability to communicate technical concepts to non-technical audiences