M-481 | Product Support Analyst ERP

The Product Support Analyst for Infor LN provides application and technical support to customers, answering complex questions on function and usage of the product via telephone and/or remote connections. Support includes functional analysis, program analysis, testing, and debugging to resolve customer reported issues. This position serves as the primary support liaison between the company and the customer in a highly team-oriented environment.

A Day in The Life Typically Includes:

1. Resolves client application questions or problems in system setup, product functionality, and product enhancements within the Logistics and/or Finance Module of the ERP.
2. Proactively keeps customers informed of how and when problems are resolved with a focus on retention and reference ability.
3. Involved in any additional follow-up, testing, and troubleshooting.
4. Manages workload effectively following Support Procedures.
5. Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentors (more senior analysts), and liaises with other Departments.
6. Contributes to and maintains information in the Support knowledge base.
7. Develops product knowledge in the specific ERP product and identifies areas for further specialization.

Required Skills:

• Excellent customer focus and strong communication skills.
• Good analytical skills to analyze data research and solve diverse functional issues.
• Team player with the ability to build strong peer and interpersonal relationships.
• Fluent in English, and also in French or Portuguese.
• Good writing and editing skills which enable you to provide oral and written communication that effectively articulates complex ideas.
• Equivalent training and/or work experience in logistics.
• Knowledge of ERP software (end-user level or more).

Preferred Skills and Experience:

• Bonus point for previous working experience in Production, Logistics, and/or IT Support.
• Bonus point for other European languages.

WHAT WE HAVE TO OFFER:

• Benefit from experienced senior consultants as a mentor for 18 months to build your career.
• Integration into an existing support team in Barcelona with 11 analysts.
• Comprehensive and ongoing training and development programs.
• Opportunity to work with the 3rd largest Enterprise Software company in the world.
• Rewarding career in an international working environment.
• Opportunity to work alongside recognized experts in the field.

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