Infor delivers fully integrated enterprise solutions for a wide range of industries, as well as best-in-class, stand-alone products that address the essential challenges its customers face in areas such as enterprise resource planning, supply chain planning and execution, customer and supplier relationship management, asset management, product lifecycle management, financial and performance management, and business intelligence. With 8,100 employees and offices in over 100 countries, Infor provides enterprise solutions to more than 70,000 customers. For additional information, visit www.infor.com.
IT Support Tier 2 Specialist CRM/Support systems for EMEA/APAC region
Infor Global Solutions is looking for talented IT support professionals to work in their world-class global IT organization. The qualified candidate will demonstrate a proven history of quality customer support that resulted in customer satisfaction.
POSITION / RESPONSIBILITIES
Infor’s IT Tier 2 support organization is a progressive high-paced team, each specializing in a specific set of Infor’s product suite and other third party products. The qualified candidate will have a proven track record of:
§ Providing courteous customer service in an accurate and timely manner.
§ Responding to incidents, recording incident activity and solving problems (root cause analysis).
§ Utilizing all available support material and tools to successfully resolve problems.
§ Resolves issues related to technical product capabilities and client knowledge and ensures that the client is utilizing appropriate processing procedures.
§ Contributing to IT internal knowledge base.
§ Participate in project teams for rollout new versions/functionality.
§ Keeping management informed of outstanding issues by preparing monthly/weekly status reports.
§ Manages workload effectively and provides accurate accounting of work and time allocation.
§ Provides team mentoring and leadership, contributing to a positive team.
§ Experience with Follow the sun support.
Required Skills:
§ The ideal candidate will have a strong background in CRM and/or Support systems.
§ Clear communication skills in both verbal and written/electronic mode.
§ Proven software application troubleshooting skills.
§ Create Business Requirements Documentation to enhance existing functionality and follow up with IT development and IT Project Management department.
§ Knowledge of SQL.
DESIRED Skills:
§ The ideal candidate will have past experience with Epiphany eSales and/or Answerlink.
§ Knowledge of SQL server and Java based websites (J2EE).
§ Previous customer support experience in a fast-paced, team oriented environment is also a plus.
§ German language capabilities (verbal, written).
ADDITIONAL EXPERIENCE BENEFICIAL:
§ Support of Financial Systems.
INTERESTED?
More information about this position, please contact:
Hans Koetsier, Senior IT Project Manager
Mobile: +31 (0)6 51393079
Email:
You can send your reaction by e-mail or post to:
Infor Global Solutions Barneveld
Mariëlle Fleuren, Senior HR Advisor
E-mail: