Department:
Customer Support

Location:
Remote

Description
Infor are looking for a Senior Product Support Analyst to join our growing global support team. This role is ideal for a proactive problem solver with deep functional and technical understanding of enterprise software systems. As a trusted advisor to our customers, you'll take ownership of complex support cases, work closely with cross-functional teams, and contribute to continuous service improvements. You’ll be supporting a dynamic portfolio of Infor products, acting as a critical liaison between our clients and internal product, engineering, and services teams.

A Typical Day In The Life Includes
- Be a subject matter expert on assigned Infor applications and modules.
- Analyze, diagnose, and resolve complex product issues in a timely and productive manner.
- Be the primary point of escalation for critical incidents.
- Collaborate with product management and engineering to prioritize defect resolutions and product enhancements.
- Mentor and guide junior analysts to develop technical and customer service skills.




- Document solutions and best practices in the knowledge base to drive case deflection and customer empowerment.
- Partner with customers to ensure a positive support experience, owning cases from inception through resolution.
- Contribute to proactive support initiatives and root cause analysis to reduce case volume and improve product quality.
- Analyze the issues raised by Customers, provide effective solution to them on time.
- Maintain the key Customer Satisfaction scores by working with various customers.
- Contribute to maintain the Service Level Agreements (SLAs) well at a product level.
- Collaborate with cross-functional teams, including Product Management, QA, and development, to deliver high-quality solutions.
- Participate in documentation, and continuous improvement initiatives to maintain the best practices.

Basic Qualifications
- More than 8+ yrs experience with skills, US payroll

📌 Product Support Analyst, Senior(Functional HCM, US Payroll Support, else profile will be rejected) (India)
🏢 Infor
📍 India