Product Support Analyst
Provides application and technical support to customers, answering questions on function and usage of product via the telephone and/or Internet. Serves as primary support liaison between company and customer in a highly team oriented environment. Conveys customer feedback to product development staff. Expected to develop a thorough knowledge of company’s products. Operates under close supervision. Typically reports to the Manager, Support Operations. This is an entry-level job.
ESSENTIAL FUNCTIONS** : **
Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup. .**
Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. PSO, Finance, etc to insure proper handling of customer issues. .
Focuses on developing knowledge in specific product suite or operating environments.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.**
Contributes information to the Support knowledge base.
Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
Provides accurate accounting of work and time allocation.
EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS** : **
Minimum Qualifications: **
Bachelor's degree in business or computer science or has experience in functional area i.e. Accounting, Human Resources, Purchasing or Customer Service experience.
Relevant knowledge of assigned product, technologies or operating environments a plus.
Good problem solving and analytic skills.
Good writing and editing skills.
Excellent interpersonal and communications skills.
Detailed oriented with attention on process and quality orientation.
Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
Strong organizational skills required to insure most effective and timely delivery of service to customers.
Flexibility required to work outside of defined role.
Possess ability to both multi-task and manage priorities effectively.
Command of the English language preferred in order to be able to provide oral and written communication that effectively articulates complex ideas.
PHYSICAL REQUIREMENTS: **
General office environment
No special physical demands
ESSENTIAL FUNCTIONS** : **
Resolves clients' questions or problems on use of product over the telephone or Internet focusing on product functionality, operating environments and system configuration/setup. .**
Serves as primary support liaison between company and customer and documents incidents in required tracking systems.
Proactively keeps customer informed of how and when problems are resolved with focus on retention and reference ability.
Involved in any additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
Responsible for appropriate referral to other support analysts, provides feedback to Development with guidance from mentor (more senior analysts) and liaises with other Depts. i.e. PSO, Finance, etc to insure proper handling of customer issues. .
Focuses on developing knowledge in specific product suite or operating environments.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.**
Contributes information to the Support knowledge base.
Manages workload effectively following Global Support Procedures to ensure successful completion of tasks.
Provides accurate accounting of work and time allocation.
EDUCATIONAL/SKILL/EXPERIENCE REQUIREMENTS** : **
Minimum Qualifications: **
Bachelor's degree in business or computer science or has experience in functional area i.e. Accounting, Human Resources, Purchasing or Customer Service experience.
Relevant knowledge of assigned product, technologies or operating environments a plus.
Good problem solving and analytic skills.
Good writing and editing skills.
Excellent interpersonal and communications skills.
Detailed oriented with attention on process and quality orientation.
Good PC skills with knowledge of various software applications used for testing, troubleshooting, call logging, etc.
Strong organizational skills required to insure most effective and timely delivery of service to customers.
Flexibility required to work outside of defined role.
Possess ability to both multi-task and manage priorities effectively.
Command of the English language preferred in order to be able to provide oral and written communication that effectively articulates complex ideas.
PHYSICAL REQUIREMENTS: **
General office environment
No special physical demands
We are dedicated to diversity. Infor Talent Science is an Equal Opportunity Employer.