Product Support Analyst

Infor is seeking a Product Support Analyst to join our Pegasus Support team. In this role, you will provide high-quality support to partners and customers using our ERP solutions, helping them troubleshoot, investigate, and resolve complex application issues. As part of a collaborative and supportive team, you will work on a variety of technical and functional challenges, supporting solutions used across payroll, finance, supply chain, and HR. This is an excellent opportunity for someone who enjoys problem-solving, wants to develop expertise in enterprise business applications, and is looking to build their career in software support and technology. A Typical Day in the Life Includes: Providing support to customers and partners via phone, email, and ServiceNow. Investigating software issues and identifying appropriate resolutions or workarounds. Analysing incidents, replicating issues, and escalating defects where appropriate. Working closely with colleagues, Product Development, and QA teams to resolve customer issues. Maintaining regular communication with customers throughout the support process. Meeting service level agreements and support targets. Documenting findings and contributing to internal knowledge sharing. Demonstrating ownership of support cases from initial investigation through to resolution. Basic Qualifications: Previous experience in a Technical Support, Application Support, Product Support, or similar customer-facing role. Strong analytical and problem-solving skills. Excellent verbal and written communication skills in English. Ability to manage multiple priorities and work effectively under pressure. Strong customer service mindset. Ability to work independently while contributing effectively within a team. Basic understanding of Microsoft SQL Server. Basic understanding of PC hardware, operating systems, and network environments. Preferred Qualifications: Experience supporting ERP, Payroll, Finance, HR, or Supply Chain applications. Experience using ServiceNow, Jira, or similar ticket management tools. Understanding of Microsoft SQL Server and database troubleshooting. Knowledge of Windows Server environments, permissions, and networking concepts. Familiarity with software testing, defect investigation, or application troubleshooting. Ability to communicate technical concepts to non-technical audiences