Product Support Analyst, Senior

Infor • Dallas, TX

237d

About The Position

The Application Support Analyst Senior will play a crucial role in providing exceptional customer support specifically for our Cloud Suite Distribution (CSD) product. This position involves addressing customer inquiries, troubleshooting application issues, and ensuring seamless product functionality to meet client needs. The ideal candidate will work closely with customers and internal teams to understand pain points, provide solutions, and enhance overall user experience. Additionally, the Analyst will mentor junior staff and contribute to knowledge sharing within the organization.

Requirements

• Prior experience in application support, customer support, or a related role within the technology or distribution industry.
• Troubleshooting and problem-solving skills, with a background in software applications and their functionality.
• Demonstrated experience in providing high-quality customer service, with a focus on building strong relationships and ensuring customer satisfaction.
• Experience assessing complex issues and developing effective solutions.
• Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.

Nice To Haves

• Experience with Cloud Suite Distribution (CSD) or similar applications.

Responsibilities

• Provide timely and effective customer support for Cloud Suite Distribution (CSD), addressing inquiries and resolving issues to enhance user satisfaction.
• Manage and prioritize support cases, ensuring thorough documentation and tracking of customer interactions and resolutions.
• Analyze and troubleshoot application-related issues, utilizing problem-solving skills to identify root causes and implement solutions.
• Provide updates on case progress and ensure customer needs are met throughout the support process.
• Work collaboratively with cross-functional teams, including development and product management, to escalate complex issues and drive continuous improvements.
• Assist in training and mentoring junior support staff, sharing knowledge and best practices to build team expertise.
• Gather customer feedback to identify areas for improvement in products and services, contributing to overall enhancement strategies.
• Monitor and report on key performance indicators related to customer support activities to track effectiveness and identify opportunities for enhancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries