Product Support Analyst, Senior

General information

Country Poland City Wroclaw Job ID 47344 Department Customer Support Experience Level MID_SENIOR_LEVEL Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

Senior Product Support role is responsible for resolving clients’ questions and problems on use of software product (ERP system in area automotive) over the telephone or Internet focusing on product functionality. If needed, co-operates with Development in order to clarify and resolve the issue. Install solutions provided by Development in customer´s systems. Manages workload effectively following global Support procedures to ensure successful completion of tasks. Promotes and maintains a high quality, professional, service-oriented company image among users and team. Contributes information to the Support knowledge base, when necessary. Takes initiative to constantly develop skills in the given functional area of the product.
A Day in The Life Typically Includes: • Serve as support liaison between company and customer as well as document issue analysis in required tracking system • Analyze and resolve reported issues (the process includes checking it directly on customer´s end and reproducing in internal system) • Communicate with Development and other departments (i.e. project managers) whenever necessary • Upon request participate in special projects or teleconferences with customer • Maintain Support knowledge base
Required skills: • very good or good command of German (C1) • very strong communication skills • great analytical skills • affinity for technical know-how • very good or good command of English (B2) • readiness to speak to customers via telephone (no incoming calls, but often clarification with the customer on the phone is needed)
Preferred Qualifications: • knowledge of automotive processes • experience with ERP system • experience in Support

About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn’t just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you’re not just building a career. you’re helping to build what’s next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com