Technical Support Analyst (WFM)

Infor are looking for a Technical Support Analyst who is passionate about delivering high-quality, customer-focused support. As part of our dynamic Global Support team, you will play a key role in resolving complex issues, supporting mission-critical applications, and ensuring our customers get the most out of their Infor solutions. A Typical Day in the Life Includes: Provide timely and accurate technical support to Infor customers via phone, email, and web channels. Diagnose and troubleshoot software application issues, identifying root causes and proposing effective solutions. Collaborate with internal teams—including R&D, Cloud Operations, and Product Management—to drive resolution of customer-reported issues. Manage and prioritize a queue of support cases while meeting SLAs and customer satisfaction targets. Create and maintain internal knowledgebase articles, FAQs, and technical documentation. Act as a customer advocate by sharing feedback and insights with cross-functional teams to influence product improvements. Participate in product training and continuous learning to stay current with Infor technologies and industry trends. Basic Qualifications: Experience in a technical support, application support, or helpdesk role. Experience in SQL, database querying, and log analysis. Experience in a problem-solving environment where analytical thinking skills are required. Experience working independently and in a collaborative team environment. Preferred Qualifications: Experience with Cloud / Saas / ERP, or enterprise software Experience with Java, Unix and Ticketing tools (e.g. ServiceNow, JIRA) is an advantage ITIL certification