Technical Support Analyst with German
InforInfor is seeking a Technical Support Analyst to join our Global Support team. In this role, you will support customers using Infor ERP solutions, helping them resolve complex technical issues and ensuring they get maximum value from their software investment.
This position is part of our COM System Support team, focusing on system-level troubleshooting rather than business process support. You will investigate issues related to databases, workflows, user access, printing, integrations, and application functionality while working closely with customers, Development, Product Management, and Consulting teams to identify and deliver effective solutions.
We are looking for someone who enjoys solving technical challenges, is naturally curious about how systems work, and can confidently interact with customers in a fast-paced, collaborative environment.
A Typical Day in the Life Includes:
- Provide high-quality technical support for Infor ERP applications, ensuring customer satisfaction and product usability.
- Investigate and resolve complex technical issues through root cause analysis and structured troubleshooting.
- Manage and prioritize customer cases through ServiceNow and other support tools.
- Conduct customer calls and remote troubleshooting sessions to diagnose and resolve issues.
- Analyze system behavior related to databases, workflows, printing, user access, and other technical components.
- Collaborate with Development, Product Management, and Consulting teams on escalated cases.
- Create and maintain case documentation, technical articles, and knowledge base content.
- Contribute to continuous improvement initiatives and help drive operational excellence across the support organization.
Basic Qualifications:
- Professional-level verbal and written communication skills in German and English.
- Experience in technical support, application support, software support, service desk, or a similar customer-facing role.
- Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues.
- Excellent communication skills with the confidence to work directly with customers.
- Ability to manage multiple priorities in a dynamic environment.
- Collaborative mindset and ability to work effectively within a global team.
- Experience supporting ERP, enterprise software, or SaaS applications.
- Knowledge of SQL and relational databases.
- Experience with ticketing and incident management systems such as ServiceNow.
Preferred Qualifications:
- Familiarity with root cause analysis and technical troubleshooting methodologies.
- Knowledge of ITIL processes and best practices.
- Experience conducting remote customer troubleshooting sessions.
- Exposure to workflow configuration, system integrations, or technical application support environments.
- A naturally curious, hands-on approach with a passion for understanding how systems work behind the scenes.