Resolves clients' questions or problems over telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
Serves as primary support liaison between company and customer.
Documents incidents in required tracking systems.
Proactively informs customer of incidents details and resolutions.
Focuses on retention and documentation of learned information using approved tools such as incident events and Knowledge Base.
Responsible for additional follow up, testing and troubleshooting including remote desktop viewing through tools such as Webex or Netmeeting.
Responsible for appropriate referral to other support and quality assurance areas.
Responsible for providing After Hours support coverage for critical incidents to customers in evening, weekends and Infor Holidays, as well as, Special events support.
Has the ability to take past career experiences and technical knowledge to quickly learn the Infor systems you are supporting and demonstrate that knowledge to customers while working incidents. This requires a lot of dedication to learning with hands-on training, virtual and self-study to quickly demonstrate knowledge.
Conveys customer feedback to product development staff.
Assists in testing of new versions of operating environments by installing new versions and verifying compatibility with Infor products, reporting any anomalies to development.
Participates in special projects providing support of new product installations and teaching other Analysts installation procedures, features of operating systems, etc.
Promotes and maintains a high quality, professional, service-oriented company image among users and team.
Foster teamwork and collaboration across all teams.
Responsible for meeting or exceeding established customer satisfaction ratings and other KPIs.
Identify possible improvements related to work processes and tools.