Technical Support Analyst, Associate
Posted
Summary
Early-career front-line technical support role in Infor's Global Support team: troubleshooting customer issues with Infor enterprise (ERP/HCM) applications via case management and email, identifying workarounds, documenting cases, and escalating complex problems to senior analysts and development teams. Core tools: SQL, HTML/XML, APIs, ticketing systems.
The Associate Technical Support Analyst is an early-career support professional within Infor’s Global Support team. In this role, you will provide front-line technical assistance for Infor software applications, helping customers maximize the value of their solutions.
You will troubleshoot technical issues, identify workarounds, collaborate with internal teams, and contribute to delivering an excellent customer experience. This role is ideal for someone passionate about technology, problem-solving, and continuous learning.
- Responding to customer support requests through Infor’s case management system, email, and other support channels.
- Troubleshooting issues related to Infor applications, configurations, and technical environments.
- Identifying appropriate solutions or workarounds for customer-reported issues.
- Escalating complex or critical cases to senior analysts or development teams with clear documentation.
- Collaborating with Product Development, Cloud Operations, Consulting, and other internal teams to drive issue resolution.
- Maintaining accurate and detailed case documentation to support knowledge sharing and customer transparency.
- Staying current with product updates, enhancements, and industry best practices through continuous learning.
- Contributing to knowledge base articles, FAQs, troubleshooting guides, and other self-service resources.
- Experience or demonstrated ability in technical troubleshooting and analytical problem-solving.
- Minimum 1 years of experience.
- Knowledge of relational databases and experience working with SQL queries.
- Understanding of web technologies, including HTML, XML, and APIs.
- Strong customer-centric mindset with the ability to investigate and resolve technical problems.
- Good written and verbal communication skills.
- Experience supporting ERP, HCM, or other enterprise software applications.
- Familiarity with ITIL practices and support/ticketing systems such as Zendesk, Salesforce, or Jira.
- Experience with scripting or programming languages such as Python, PowerShell, or similar technologies.
- Previous experience in technical support, application support, product support, or a customer-facing technical environment
