← All jobs

Product Support Analyst, Senior(2-4Yrs of exp in Functional HCM, US Payroll Support, else profile will be rejected)

up to ₹4000k/year Remote Full-time
IT Service Delivery ManagerService Delivery ManagerBusiness AnalystApplication Support EngineerProduction AnalystSystems AnalystTechnical Support Manager

Archer is matching candidates to this role at Infor. Create a free profile and Archer will check you against this role and every other live role, showing you exactly where you match.

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 efficient 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 and Human Capital Management.
  •  Problem solving experience, handle the customers issues and translate findings to non-technical users. • 
  • Experience thriving in a global team environment with minimal supervision. 

Apply knowing you're qualified

One free profile is all it takes. Archer checks you against this role and every other live role we list, and shows you exactly which requirements you meet before you apply.

More roles like this

See all Business Analyst jobs

Not quite the right role?

Archer scans thousands of live roles and surfaces the ones you genuinely match, each with a clear explanation of why. It keeps working after you apply, so you hear about roles you would never have found by searching.

Create your free profile