Technical Support Analyst
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Summary
Technical Support Analyst on Infor's Global Support team in Mexico City (hybrid, 3 days on-site): troubleshoot and resolve customer issues with Infor enterprise applications via phone, email, and web using SQL, APIs, and log analysis, while collaborating with R&D, Cloud Operations, and Product Management.
Infor is seeking a Technical Support Analyst who is passionate about delivering exceptional customer experiences and solving complex technical challenges. As a valued member of our Global Support team, you will play a critical role in troubleshooting and resolving issues, supporting mission-critical business applications, and helping customers maximize the value of their Infor solutions. This role offers the opportunity to work in a collaborative, fast-paced environment while developing deep product and technical expertise.
- Provide timely and accurate technical support to Infor customers via phone, email, and web channels.
- Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions.
- Collaborate with internal teams—including R&D, Cloud Operations, and Product Management—to drive resolution of customer-reported issues.
- Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets.
- Create and maintain internal knowledgebase articles, FAQs, and technical documentation.
- Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements.
- Participate in product training and continuous learning to stay current with Infor technologies and industry trends.
- Academic Background in Engineering, Computer Science, Telematics, Artificial Intelligence (AI), or a related technical discipline.
- Experience providing technical support, application support, or helpdesk services, with direct customer interaction and customer service orientation.
- Working knowledge of APIs, including troubleshooting and integration concepts.
- Experience with SQL, database querying, and log analysis to diagnose and resolve technical issues.
- Analytical and problem-solving skills, with the ability to investigate complex issues and identify effective solutions.
- Ability to work on-site three days per week as part of a hybrid work model.
- Legal authorization to work permanently in Mexico for any employer without requiring a visa transfer or visa sponsorship now or in the future.
- Basic understanding of AI concepts.
- Experience with Cloud / Saas / ERP, or enterprise software.
Location: Montes Urales 505, Lomas de Chapultepec, Miguel Hidalgo, C.P. 11000, Mexico City