Product Support Analyst, Senior

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.