Department: Customer Support

Location: Hyderabad

Description

Reporting to the Support Manager, the Product Support Analyst plays a critical role in delivering world-class technical support for Infor's Workforce Management (WFM) application to enterprise clients. This role requires an individual who thrives in a fast-paced environment, excels in multi-tasking, and can prioritize effectively to meet both individual and team objectives.

As a Product Support Analyst, you will investigate and resolve complex software issues reported by customers, collaborating closely with R&D; and Services teams to deliver timely and impactful solutions. This position offers an exciting prospect to apply and develop your strong technical and problem-solving skills through extensive product training and hands-on coaching. Your contributions will ensure consistent and excellent service to Infor’s global client base, making a tangible impact on their business operations.

If you are passionate about customer success, thrive on solving challenging problems,



and aspire to grow your career within a dynamic Product Support team, this role is for you.

A Typical Day In The Life Includes

• Provide high-quality technical support for Infor applications, ensuring customer satisfaction and product usability.
• Troubleshoot application issues, perform root cause analysis, and guide customers through solutions via phone, email, and web-based tools.
• Collaborate with internal teams including Product Management, Development, and Cloud Operations to resolve escalated issues.
• Document knowledge in the form of incident notes, technical articles, and operational procedures.
• Prioritize and manage multiple open issues while delivering consistent updates to stakeholders.
• Participate in customer calls and screen-sharing sessions to support complex issues.
• Contribute to continuous improvement initiatives within the support organization.

Basic Qualifications

• Experience in application or techni

📌 Product Support Analyst (Hyderabad)
🏢 Infor
📍 Hyderabad