Technical Support Analyst (WFM)

Department: Customer Support

Employment Type: Full Time

Location: Manila

Description

Infor are looking for a Technical Support Analyst who is passionate about delivering high-quality, customer-focused support. As part of our dynamic Global Support team, you will play a key role in resolving complex issues, supporting mission-critical applications, and ensuring our customers get the most out of their Infor solutions.

A Typical Day in the Life Includes:

• 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.

Basic Qualifications:

• Experience in a technical support, application support, or helpdesk role.
• Experience in SQL, database querying, and log analysis.
• Experience in a problem-solving environment where analytical thinking skills are required.
• Experience working independently and in a collaborative team environment.

Preferred Qualifications:

• Experience with Cloud / Saas / ERP, or enterprise software
• Experience with Java, Unix and Ticketing tools (e.g. ServiceNow, JIRA) is an advantage
• ITIL certification